Can we use the new JIRA Service Desk to replace JEMH?

[David E Brown]

we are getting ready to go into production with a JIRA test can we use the new JIRA service desk to process emails into issues from customers or do we have to set up a help desk portal?

Can JIRA Service desk replace the JEMH plug in we are starting to test. Since we are not yet in production it woudl be a good time to switch.

[David E Brown · Accepted solution]

Thank you for the responses. I did check the grey answered mark but somehow it stayed open?

[ɹǝʞɐq pɐɹq]

JIRA Service Desk 1.0 does not have any special incoming email code. It uses the standard default JIRA support.

So JEMH may still be handy for you.

JIRA ServiceDesk will however give you other added benfitis such as Queue handling, Service Level Aggreements and Real Time reporting on progress.

[Andy Brook [Plugin People]]

They each have different benefits, but could also be used together, giving your operational team a more SLA centric UI, as well as still including untold numbers of external users by email. There is a How To regarding integration.

[J. Caldwell]

Echoing Brad's comment...not really.