Ticket Creation using Email

[Ayush]

Hi,

I read various articles on the discussion forum but couldn't find a similar question or an answer to my question.

I want to create a ticket on JSD when someone sends an email on our company's support gmail group. Let's call it support@gmail.com. I want to create a ticket whenever someone sends an email on the above gmail group.

NOTE: support@gmail.com is not a single user's email id, but a gmail group.

Thanks!

[Angélica Luz]

Hi Ayush,

Thank you for reaching out to Atlassian Community!

Currently, it's not possible to use a Gmail group as the custom email address for Service Desk, it's necessary to use an actual email account with a password. We have a feature request suggesting the implementation of this ability:

• Ability to use Google Group email for email request

Please, click on vote and watch in order to hear about updates on the development cycle.

Regards,
Angélica

[Ayush]

Hi @Angélica Luz

Thank you for the quick response on this. So, we have used a workaround for this.

Basically, we have added the custom email address (default email address provided by JIRA) to our Google Group and when an email comes to the support group, a ticket gets created on JSD.

But, the problem here is that sometimes the Reporter name is coming correctly and sometime it is coming as support@gmail.com (The support gmail address). I am not able to figure out why is this happening.

Can you shed some light on this please?

[Angélica Luz]

This workaround is actually not recommended because it may not work as expected.

I found some similar cases in which the header shows that the user sent an email using the support email instead of their real email, so both From and To were the same.

When using an email on Jira, it’s important that this address is not accessible by anyone, it must be exclusive for service desk to avoid this type of issue.

Please, make sure that the users are logged in and sending emails using their own addresses.