Capability to bring in emails into our JIRA platform?

[Shreedhara N]

We need to know if we can capture emails sent by the client directly into JIRA so we can manage the tracking of the tickets raised via email

[Trudy Claspill]

Hello @Shreedhara N 

Welcome to the Atlassian community.

Your post tags indicate you are using the free version. Is that accurate?

And are you wanting to create issues in Jira Software and/or Business projects? Or do you also have Jira Service Management?

For Jira Software and Business projects, the incoming email must come from a licensed Jira user in order to create an issue. If you are truly using the Free Jira Cloud subscription and want to maintain the free subscription, then you are limited to 10 licensed users. Each customer would have to become a licensed user for this to work.

If you have a lot of customers and are not already using the Jira Service Management product, then you might want to consider using that specifically for interacting with your customers. With Free JSM you have 3 licensed agents that have full functional access to the JSM projects through the UI, and you can have an unlimited number of Customers who can create tickets by sending email and have access to limited ticket information through the Customer Portal.

Jira and JSM can coexist on the same site and all project types are accessed within the Jira UI.

Here is some information on JSM

https://www.atlassian.com/software/jira/service-management/product-guide/overview#jira-service-management

https://www.atlassian.com/software/jira/service-management/pricing

[Utkarsh Agarwal]

Hi @Shreedhara N 

Welcome to the community!

Yes, Jira Cloud (including Jira Software and Jira Work Management) supports creating issues and comments from email out of the box.
You can set this up by configuring an incoming mail server and mail handler.

Official guide:

Create work items and comments from email 

Hope this helps!

Regards
Utkarsh