Do you know there are 4.2 million email users around the globe? Thus, there are chances that you might receive numerous emails. Converting these emails manually into tickets can consume a majority of your agents’ time. 

However, if you use Jira for ticket resolution, then you can use email automation to create tickets from them. In this post, we have listed 2 ways that will definitely help you automate ticket creation from emails. 

Benefits Of Email Ticket Automation

Here are 3 benefits of email ticket automation that will help you decide whether to implement this automation or not.

Reduces Human Error

Email ticket automation collects relevant data from emails and stores it in appropriate ticket fields. This reduces the chance of wrong data entry which might occur if performed by a human. 

Saves Time

Manually entering data through emails can consume a lot of your agents’ time. Automation allows you to save time by automatically inserting the data in the right field. This allows your agents to work on more important tasks. 

No Issue Is Left Unresolved 

Automation will ensure that all the customer emails are read and the complaint is stored. No email will be left unattended which helps you scale customer experience. 


2 Ways To Create Jira Tickets From Emails

Configuring A Custom Mail Field

You can integrate any email server to Jira, all you need is a POP or IMAP mail server that can be accessed by Jira. To set up the email field follow these steps:

  • Step 1: Open your Jira account and click on Settings>System. 
  • Step 2: Now click on Mail>Incoming Mail. 
  • Step 3: Press Add incoming mail server and then name the server as per your preference. 
  • Step 4: After that select the protocol, and enter the hostname, timeout, username, port number, and password field and then press Add.

These steps will allow you to automate the ticket creation through custom emails. 

Creating Email Tickets From Microsoft Mail With OAuth 2.0 Integration

If you use Microsoft Exchange Online as your mail server, then you need to integrate OAuth 2.0 into Jira to automate ticket creation. Now follow these steps

  • Step 1: Open your Jira account and click on Settings>System. 
  • Step 2: Now click on Mail>Incoming Mail. 
  • Step 3: Click on Add incoming mail server and choose Microsoft as the service provider. 
  • Step 4: Then click on Add and enter your Microsoft sign-in credentials. 


Drawbacks Of Jira

Complicated Automation

The automation provided by Jira is a bit complicated and hard to find. This can hamper your business operation and makes it hard for your agents to perform day-to-day activities. Your agents have to manually perform the tasks which can consume most of your time. 

Limited Automation

Not only complicated automation, but it also lacks in some of the common workflow automation like document automation, calendar automation, and more. 

Not A User-Friendly Interface

The user interface of Jira is also complicated and requires you to have a bit of technical knowledge. It can be a bit hard to locate different features in Jira which can hamper your business operations. 


Meet Helplama Helpdesk, The Best Jira Alternative

  • Workflow automation: Helplama Helpdesk allows you to automate day-to-day activities like ticket assigning, email to ticket creation, deleting duplicate tickets, and so on. It even allows you to create unlimited tickets. 
  • Customer support: Helplama comes with an AI chatbot that allows you to provide swift customer support to your customers. It can attend to your customers in real-time and solve their queries using the knowledge base articles. 
  • Call service: Not only chatbot, but Helplama also provides different types of call services like after-hour call service, dedicated call center, overflow call service, and many more. All the agents are well-trained and ensure that no call is left unattended. 
  • Social media automation: The bot collects good reviews from platforms like Facebook, Google, Trustpilot, Yelp!, etc. and posts them on your socials.

Check Pricing  Start Your 15-Day Trial



Now, in the end, we hope that this article has helped you automate your email to ticket creation on Jira. Although, running the automation for the first time can consume the majority of your time and it’s even a complicated process. 

However, if you are looking for software that provides easy automation, then you should try Helplama Helpdesk. It has a user-friendly interface that allows you to automate your day-to-day tasks. It even comes with a chatbot that can automate your customer support. 

So, what are you waiting for? 

Start your 15 days free trial now!