Emailed requests to specyfic queue in project

[Damian Gajda]

Hi,

I have a problem with requests from email and I would ask for a suggestion how I can solve it.

In one project we have 7 queues divided into countries, tickets are created for each queue through the portal and notifications are sent to the email, customers respond to the ticket via email (sometimes through the portal) and a comment is created on jira.

I need to add requests from our email to one queue but I have a problem, when I add a mailbox via "Email requests" in "Project settings" to our mailbox begin to drop emails with customer responses to other tickets in other queues, and sometimes a new ticket is created in a different language than we want.  From what I see when our mailbox is disconnected from jira, all customer responses go through the default jira email account (name@domain.atlassian.net) and when I add ours it changes to ours. Is it possible to separate it?

Second question is it possible to add a different email address to each queue in one project?

Thank you for help

[Patricia Francezi]

Hi @Damian Gajda

Welcome to the community

You can configure your instance to send emails from your own domain 

https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/

Then you dont need to have the email "atlassian.net" configured in your project, so when your customer replies, it will go directly to your company email 

After configuring your domain, you will be able to remove the @atlassian.net one 

Also there is a configuration to add comments in tickets you need to review, so you wont have new tickets being opened for a already in progress, check the Kb for that: 

https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

About the second question - no, its a 1 to 1 configuration. Only one email can be configured in each project by default. 

If you need more features related to email x projects, you will need to search an Add-on for that.

I hope it helped

[Damian Gajda]

Hi,

Thank you very much for your reply but I would not like all the answers to go through our email. In the "Email request" tab there are two emails, one from jira and one from ours. I would like to have only emails directly sent by customers and created in jira in our mailbox. The rest to go through the Jira mailbox (responses to tickets created by the portal). Is this possible?

Thank You