A forum's mailbox is used to process incoming requests and transform them into requests on your forums. Many customers prefer this well-known and convenient way to communicate. Customer Case for Jira allows creating and commenting on Jira issues by email. This page guides you through the ways how to create and customize your forum's mailbox. 

Managing Mailboxes

Customer Case allows you to manage mailboxes and map them to specific forums for easy and quick communication with customers by email. Each forum can be mapped to one unique email address only.

Please avoid using the same email address for multiple mailboxes. As in this case, the same issue report will be converted into tickets on each forum.

Management of mailboxes includes the following:

Creating a New Mailbox

Instead of using an email address assigned by Customer Case for processing the incoming requests and posting them on the forum, you may want your customers to reply to some email address of yours (for example, support@companyname.com). 

  1. Navigate to Jira Administration and select Apps.
  2. On the Jira sidebar, locate the Customer Case menu group and select Mailboxes.
  3. Click Add Mailbox.

    4. In the Create Mailbox form, specify the following information:

    5. Click Create

Forwarding

By default, Customer Case creates a unique email for each mailbox of the forum. This email address is similar to forum+1350@yourcompany.customercase.com. Your company name is taken from your Jira Cloud account. To map the emails coming to the From email address to your Customer Case portal you need to set up forwarding in your email agent.

Email forwarding is required for redirecting the incoming emails with requests sent by the customers to a custom email address. 

For the details on how it can be done for your mail provider, see the links below:

A verification message with a code will be sent to the default email address of the forum. To find the message with the verification code proceed to the forum that you set up forwarding to.

Viewing Mailboxes

  1. Navigate to Jira Administration and select Apps.
  2. On the Jira sidebar, locate the Customer Case menu group and select Mailboxes.

The list with available mailboxes will open. For each mailbox, the following information is displayed:

Deleting the Mailbox

  1. Navigate to Jira Administration and select Apps.
  2. On the Jira sidebar, locate the Customer Case menu group and select Mailboxes.
  3. Locate the appropriate mailbox and click Delete in the Actions column.
  4. Confirm the removal of the mailbox.

Removal of the mailbox makes it impossible to process the incoming requests from customers.

All the emails, by default, are sent to forum participants from our email address event@customercase.com. In the mail agent, your customer will see our email address and the From Name value you set for the mailbox. When your customer decides to reply and clicks the corresponding button, the email specified in the From email field in the mailbox settings will be used as Reply To email address.

This is how the automatic letter's header from the Customer Case portal looks when you unfold the details of the letter:

A client replies to the mailbox that you specified in the mailbox settings: