How is an issue collector different from an email handler?

[Jake Rubenstein]

We currently have some automation built out via an email handler that takes an email and creates a ticket. Our team is growing fast and this is becoming unwieldy across multiple projects and folks not adhering to the right destination for the right request so we are constantly having to make manual changes to tickets. 

It looks like issue collectors may be a more scalable solution for this type of use case, but when would I use an issue collector over and email handler? Any best practices here? Besides service desk, is there a way for non-technical users to submit feature requests or bugs into Jira in a user-friendly way? 

[Piyush_Annadate · Accepted solution]

Hi, 

Issue collectors are about to be different than email handlers. In your case per the requirement issue collector or the same issue collector is suitable here. Good part over here is that you can customize the form for the input and with all the required* custom fields that the user can use for input and that will directly create and ticket with all the requirements without any manual intervention for changing the data that the user has entered because that will actually go into the field of jira ticket.

Pros

The issue collector is simple to get up and running (must be done by a JIRA administrator).
You can have different issues collectors for each issue type.
It’s great for bug reports, as can also capture environmental details such as browser and page.
You can also attach additional files.

Cons
Form design is very limited.
Can only add a single set of instructions at the top of the page.
You are limited to selecting among previously created custom fields for your form fields.
You cannot embed the form onto your own web page.