How to setup central email address for Service Desk

[Dominik Březina]

Greetings community,

long term we´be been using one e-mail adress for our clients let it for example be support@yourdomain.com. When we  receive new request, support team checks the e-mail and passes it to the relevant team that is responsible for service.

We´ve moved from our old service desk to JSM. Recent days I´ve been trying to figure out how to have one central e-mail adress for multiple Service Desk projects. Below I share my use case I wish to achieve.

1) Client sends new e-mail to support@yourdomain.com. Issue is created.

2) Support team checks the request and passes it to the relevant team responsible for the service with Move issue -> relevant JSM project. Ticket gets ID for example HAPPY-1.

3) Another client sends another request and gets ticket with ID SAD-2.

4) Now when either of clients sends email to support@yourdomain.com and Jira sees HAPPY-1 or SAD-2 then it processes e-mails by adding commentary to the relevant ticket.

In short I don´t want to have special e-mail adress for every JSM project. It is desired to have one e-mail adress for outgoing and incoming support e-mails while we can cluster requests to specific JSM projects and not have everything in one project.

[Petter Gonçalves]

Hello @Dominik Březina

Thank you for reaching out.

Unfortunately, it is not possible today to set a centralized incoming email address for multiple JSM projects. We have the following feature requests to consider this possibility in future releases:

Ability to use the same customised email address on multiple JSM projects for incoming emails

Single email for multiple Service Desk and create request based on customer email

Feel free to vote and watch those suggestions to increase their priority and receive notifications about any updates.

Considering the scenario you have, there are a few options you can use to better communicate the issue movement or even avoid it. These are a few approaches:

1. Instead of using different Service desk projects, you can use a single project and categorize your tickets to different teams using Components instead.
2. When properly moving the ticket to the new project, you can use Jira automation to properly communicate this triage, adding a comment with the new email address that the user must use to reply to the ticket.
3. Instead of moving the issues to new projects, you can clone them to a new project and use Jira automation to properly sync information between both issues. This can be a little tricky to achieve but is also a valid option.

Let us know if you have any questions.