We need the same Possibilities to configure the E-Mail Handler in Servicedesk, like in Jira itself. At the moment we got several Problems regarding the Adding of Comments and the exclusion of signatures

EDIT
Atlassian support has informed me that the primary JIRA Incoming Mail configuration for advanced mail loop protection functions with JSD mail handlers even though those handlers are not listed in that space.

This means the 15 minute interval and the Threshold and whitelist configurations should affect JSD mail handler behaviour as well.

We would also like to be able to configure some of the JSD email settings, most pressing for us at the moment is the Bulk email limits and exceptions as this could cause emails from our larger organisation clients to be ignored if multiple people are raising or communicating on issues, via email, at a similar time - resulting in disrupted communications.

Some of the other settings that the generic JIRA email handler has would also be nice to have (such as defining a "folder" other than "inbox" to check).

@Lingbo Lu

Thank you for reaching out. I would like to chat with you about our current problem.
However, if I click on the link you've send me, I'm just directed to the original ticket.

@Ruud Stechweji Interested to hear if Lingbo offered any insight to your issue by email?

Currently experiencing exactly what you described back in July.
We are encountering more and more situations where customer interactions are being "lost" because JSD lacks the ability to display users that were CC'd on emails sent to the service desk.

I have added my vote as a JIRA cloud user.

I like the concept Dan has raised. Coin siding with this, there needs to be a notification feature to enable and disable comment notification being sent to the users/email addresses captured in this cc'd field.

Here is the paradigm employed by our existing HelpDesk.

"External cc" is a separate field. This field gets populated when an incoming email creates an issue (which std Jira can do) and is thereafter used and updated:

• when mail gets sent to Reporter, "External cc" also gets a copy
• if a new email arrives and creates a comment, any additions / removals to the cc list are taken into account.

I.e. it works just like Outlook...which is what people expect. It avoids any bad complications like suddenly creating additional users etc etc and is simple incremental addition to the existing functionality. (of course, if someone on cc is already a registered user, then can be added as a Watcher instead).

What would be even nicer is if a cc populated other users, non internal. For example, if I have client company A. And my point of contact submits a ticket and cc's their boss. It would be nice if the CC of the boss ( who can also submit tickets into JSD ) could actually see responses instead of think we completely ignored the request. I would think it would populate "request participants". Which I can do manually but is quite inconvenient.

I up voted this issue, too.
If our customers send us an request through e-mail, service desk ignores the CC colleagues.
But it is important that CC colleagues aren't ignored to send information to them, too.

hmora@excentia.es, is your service desk open access? i.e. do you allow public signup on your service desk?

ruud1, I'm keen to chat with you about the problem. I'm going to send you an email.

Cheers,
Lingbo from JIRA Service Desk

I have added my vote as a JIRA cloud user.

We are using Zendesk for our customer service desk, but we are planning to change to JIRA Servicedesk to be able to:

• connect our Confluence knowledge base
• transfer Servicedesk project issues directly to the development

We are still in testing phase and I'm a little bit disappointed that the e-mail handling is quite basic.
If our client sends us an e-mail with 2 colleagues in CC, these colleagues are completely ignored by JIRA Servicedesk.

The client chose to add them to CC for a reason, so in our opinion they should always be updated as well.

How much votes do this issue need to be developed? Will it be available in JIRA Cloud?