I need help with setting up email automation for support tickets in Jira. My company has 5 different projects with separate clients who send support requests through email. We can only use one shared email address for all incoming tickets.
I configured the system so emails from any client get processed automatically. Jira uses keywords to sort tickets into the right project folders. This part works fine.
The problem is that all tickets show up with my name as the reporter instead of the actual client who sent the email. This makes it hard to track which client submitted what request.
When I try to remove the default reporter setting, Jira stops creating tickets entirely. The emails come in but nothing gets saved to the system.
Is there a way to configure this so tickets get assigned to the correct client who sent the email? I want to avoid having my user account as the reporter for every single ticket that comes through the email handler.
Classic Jira email handler gotcha. Here’s what’s happening: Jira needs a valid user account for every reporter. When it can’t find or create one from the sender’s email, it just uses your account as the fallback. Easy fix - turn on ‘Create users’ in your email handler settings. This lets Jira automatically create accounts for unknown senders, so tickets get assigned to the right people instead of defaulting to you. Don’t want tons of auto-created accounts? Pre-create customer accounts for each client and set up email aliases or forwarding rules to route requests to the right existing users. More work upfront, but you’ll have better control over who gets access.
Jira has strict permissions regarding the creation of issues from external emails. You should access your email handler configuration and modify the ‘Accept Email From’ setting. In the incoming mail settings, there should be a section dedicated to security options, allowing you to specify which email addresses or domains are authorized to create issues. It’s likely that your settings are restricted to ‘Only from users who can log in,’ causing all requests to default to your account. Change this to ‘From any sender’ or ensure your client domains are whitelisted. Additionally, verify that the ‘Default Reporter’ field is indeed blank, as hidden characters or cached data can affect sender identification. Implementing these adjustments should ensure that incoming emails are correctly attributed to the actual senders.
i totally feel you! i’ve faced this issue too. it seems like jira is treating all emails as coming from a single user. make sure that your clients are set up as users in jira, or else it’ll keep assigning your name as the reporter! check those email mapping settings.