70
Customers have installed this app in at least 70 active instances.
    by edataconsultingfor JIRA Server 7.0.0 - 7.4.2 and more versions
    Versions available for JIRA Server 6.0 - 6.4.14
    Supported
    edataconsulting supports this app.

    Get support

    Easily provide help desk support by email within JIRA for all your customers, they don’t even need a JIRA account

    Easily provide help desk support by email within JIRA for all your customers, they don’t even need a JIRA account

    Integrated ticket system

    Email notifications to non-JIRA users

    Your own support services

    Tickets will be automatically created from incoming emails and associated to the first support level. If you have more levels you’ll be able to fast escalate tickets with the provided links.

    Email notifications are sent automatically, so customers will get updated information about ticket status and you will be able to easily communicate with them by marking an issue comment as public.

    Easily configure your own support service structure. Create a support service for each of your products and associate each level to one or multiple JIRA projects.

    More details

    Configure a multi-level support service for each of your products in a few steps and you will start receiving new issues (tickets) as emails are received from customers.

    Move tickets between support levels with two clicks and communicate with customers through issue comments.

    These are the Email Helpdesk main features:

      · Allow all your customers to interact with JIRA, even if they don’t have a JIRA account.

      · Automatically notify customers when issue is resolved, created or commented.

      · Provide easy communication between help desk and customers through issue comments.

      · Fast escalate or de-escalate issues between support levels.

      · Maintain a ticket numbering independent from issues numbering.

      · Filter received emails to ignore those not coming from your customers.

      · Customize email notifications.

      · Easily configure a multi-level support service for each of your products. Up to 3 levels can be enabled.

      Get support by contacting us at our support email address

    User reviews

    (2)
    Sign in to write a review
    by Kristiaan Verhoeven on 2015-02-02
    Excelent plugin, does exactly what it promises!!
    1 out of 1 found this review helpful
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    by Henrik Bjerknæs Rasmussen on 2014-10-07
    You are definitely on to something here. I would like it to be able to use the issue types and priority levels from the project instead of forced issuetype (bug) and not able to set priority when you use an entirely different set of priority levels. I'm not sure if I like the idea of using lanes for ticket-numbers. Especially not if you use labels for a lot of other stuff.
    1 out of 1 found this review helpful
    Was this review helpful?YesNo
    edataconsulting

    UPDATE:

    The requested functionality has been implemented on versions 1.1.2 and 1.7.2(Jira 7+). We hope that you find them useful.

    ______________________

    Thanks Henrik for your feedback. About the suggested features, they are very interesting. If you finally plan to use the plugin at your offices or if some other customer is interested on them, we will pleased to integrate them in the Email Helpdesk for JIRA add-on. About the labels, we decided to use labels in order to provide a way to search for an issue with a known ticket number (Example: Search for issue with label=”TICKET-1”).

    Pricing

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    Paid-via-Atlassian pricing FAQ

    How does server app pricing work?

    Server products and apps are hosted on your servers. Licenses are perpetual and the purchase price include 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your host product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing?

    Apps are billed based on the number of users in your host product. For JIRA Server 7.0 or later, the app tier should match the maximum tier of the licensed JIRA products on your instance. For example, if you're running JIRA Software (50 users) and JIRA Service Desk (10 agents) on the same instance, you should purchase the 50-user tier for apps. For versions of JIRA Server prior to 7.0, the app tier should match the licensed user tier for JIRA. Even if fewer users want to use the app than your JIRA license, the two licenses should match exactly.

    Do you offer academic, community, or open-source licenses?

    For server apps, purchase and renewal is half-price if you have an academic license for your Atlassian host product. Server apps are always free for community and open-source licenses.

    For more details about qualifying for special licenses, see here.

    Can I extend my free trial?

    For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian host product, and you're all set.

    How can I buy apps for my legacy JIRA Server or Confluence Server license?

    If you own a legacy JIRA Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

    • Purchase the app at the non-legacy Unlimited (10000+ users) tier.
    • Renew your JIRA or Confluence license at a non-legacy tier, then purchase the app at the same tier.

    Learn more

    edataconsulting provides support for this app.

    Vendor support resources

    Documentation

    Find out how this app works.

    See existing Q&A in Atlassian CommunityAsk a question in the Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this app.

    Versions

    Version 1.7.8 JIRA Server 7.0.0 - 7.4.2 Released 2017-02-02

    Summary

    Improvements

    Details

    Improvements

    • We have added the possibility to create tickets manually.
    • We have added support for JIRA 7.4.1 version.
    • We now allow to send emails to cc users of the emails your company receives.
    • We have added a new tipe of template that will notify your clients whenever an issue reaches a final state. (More information in documentation)

    Installation

    1. Log into your JIRA instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new add-ons from the left-hand side of the page.
    4. Locate Email Helpdesk for JIRA via search. The appropriate app version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for Email Helpdesk for JIRA. You're prompted to log into MyAtlassian. Email Helpdesk for JIRA begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your JIRA instance.

    To find older Email Helpdesk for JIRA versions compatible with your instance, you can look through our version history page.

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