Email support automation

[yash.agarwal]

Hello,

1. Can I do categorization of emails that I receive on service desk?. If yes, how?
2. What all I can do on your platform if I want to use it as a primary email support for customer service?
3. Manuals / Demos / Guides of doing it?

Urgent reply needed!

Thanks

[Alex Koxaras _Relational_]

Hi @yash.agarwal and welcome to the community!

1. You can do a categorization of the email you receive, if you add certain automation, either via Jira Automation, or directly by editing the workflow of that specific issue type
2. There are a lot of things that you can do with Jira Service Management, but in order to help you more, the community needs to know more info about your work. Usually, this do not happen over night, and it might take you a couple of days/weeks to setup everything right.
3. Atlassian has bombarded everybody with videos, manuals and guides. I would suggest that you start reading:
   1. https://support.atlassian.com/jira-service-management-cloud/resources/
   2. https://support.atlassian.com/jira-software-cloud/resources/
   3. https://www.youtube.com/c/Atlassian
   4. Of course you can always search this community for videos, how tos and best practices 

[yash.agarwal]

Thanks for your response, Alex.

More info on the project:

Imagine I have 1000s of emails in my service desk project. Can I automate a system which puts the emails into different buckets based on certain keywords used in the email body?

If yes, can you share material on that?

Thanks in advance

[Alex Koxaras _Relational_]

Yes you can do that. Have you tried creating a new queue and add you own criteria?

[yash.agarwal]

Not yet, I am looking for the material on how to access the email body for automation

[Alex Koxaras _Relational_]

Try creating a queue before doing any automation. It may save you huge time.

[Alex Koxaras _Relational_]

• Go to your project
• Queues
• Manage queues
• Create new queue
• Name your queue
• Click +more and add description
  • write your keyword and click enter
• Click create