Get in touch

BDQ Solutions

Lightning Implementations
For people who know what they want, and want it done fast
Enhancement Hours
Get best practice and configuration consultancy.
Review and Assessment
A low cost, low risk way to get the assistance you need.
Digital Adoption Services
Make sure software is being used consistently across teams.
PII Services
Our solution to help you find unauthorised data.
DevOps Services
Get great, high quality software shipped faster. Faster.
Test Automation & Management
Reduce costs and increase quality with automation.

    Atlassian Solutions

    Atlassian Enterprise
    SCALE WITH CONFIDENCE USING THE BENEFITS OF pREMIUM AND aCCESS
    Jira Work Management
    work management for technical & non-technical teams.
    Cloud Migration Services
    Quicker and more cost effective than doing it in house.
    Jira Service Management / ITSM
    Fast, painless, fixed price ITSM implementations.
    BDQ AtlassianCare
    Cost effective, flexible care options.
    Other Atlassian Services
    Maximise the potential of your Atlassian products.

      Other Solutions

      LEXZUR PRACTICE MANAGEMENT
      Complete MANAGEMENT software for legal practitioners.
      Asana Digital Work Management
      A simple, flexible way to manage work for business.

      Solutions

      Expert consulting and managed services to help complex organisations to work flatter, faster and more dynamically.

      To find out more detail on a Solution or how we implement it, check out our Solutions Home page.

      SOLUTIONS HOME →
        Partner Products

        haloitsm-logo-horizontal-827x128

        products-partner-logos-monday-300x150

        glpi-logo-bdq-280x84

        products-partner-logos-atlassian-300x150

        products-partner-logos-asana-300x150

        products-partner-logos-lexzur-300x150

        products-partner-logos-sonatype-300x150

        products-partner-logos-zephyr-300x150

         

          BDQ partners with the best work management solution providers to offer a range of software options to solve any problems you may have. And where a solution doesn't exist, we create one with our BDQ Original apps and add-ons.

          VIEW ALL PRODUCTS →

           

          bdq-cred-reseller-600x600Fulfil your software product needs through BDQ and enjoy all the benefits we offer as Value Added Resellers

          RESELLER BENEFITS →

            Training

            BDQ provides high-quality technology training to customers in the UK, EU and US.

            Our customers range from small companies to non-profits to multinational enterprises. They all want to maximise employee productivity.

            We listen to what our customers want to achieve and tailor the syllabus accordingly when delivering courses.

            Training Home →

              About Us

              This is where you can find out all about BDQ. Where did we come from, what is our goal, what do our customers have to say about working with us? You'll find all those answers and more using the links here.

              However, if you have any questions that you haven't found answers for, feel free to get in touch.

               

                - Solution Demo -

                Multiple Mailboxes and Jira Service Management Queues

                with Atlassian's Jira Service Management.

                jira-service-management-logo-gradient-white

                cloud-burst-neon-1920x1080

                 

                Atlassian's Jira Service Management only supports one mailbox straight out of the box.

                During our work with implementations, migrations and all other aspects of ITSM and digital work management, customers often ask if they can link multiple mailboxes in to a single JSM instance.

                So much so, that we decided to put together this very quick, off-the-cuff demo to show you that it IS possible (with some back room BDQ magic, of course!)

                In this short presentation, you'll see:

                • Two emails, sent from different accounts, sent to one JSM instance and sorted into individual queues
                • Details on how all the information from the emails gets transferred into the appropriate areas of a Jira task
                • The email sender added as the Reporter so that you can reply to them directly from Jira

                We hope you find this helpful, please get in touch if you have any questions or requirements that we can help with.

                There are also some Helpful Links at the bottom of the page that you may find useful.

                And if you still have questions after, feel free to get in touch →

                 


                Our Cloud Burst videos are designed to give you a lot of information in a short space of time.

                To help you absorb it all, we've also provided a transcript below the video.


                Atlassian-vertical-blue@2x-rgb

                jira-service-management-logo-gradient-blue-1atlassian-solutions-partner-300x150

                 

                Get in touch

                Video Transcript

                Presenters:

                Chris Bland | CEO & Co-founder | BDQ

                Igor Potrusaev | Senior Technical Consultant | BDQ

                 

                Chris Bland:

                Hi, my name is Chris Bland and accompanying me is Igor Potrusaev, one of our Senior Technical Consultants. This is a really quick demo about something we get asked about a lot - multiple mailboxes and Jira Service Management. Many of you probably know that Jira Service Management can only have one email box per desk, natively speaking. So how do we deal with this scenario? We’re going to give you a quick demo of what it can look like.

                So, we are going to have multiple email boxes, one Jira Service Management desk, there will be a bit of forwarding and configuration, which we have already done. And the outcome will be that each mail box will end up with it's own queue in the desk. Now, this can change based on business requirements, for example it’s ideal maybe if you have individual teams, with each team dealing with it’s own mailbox. Using this set up, each team will see it’s own queue so it can see exactly what it is doing.

                We are going to have two mailboxes to prove the point - one of them will be Office365 and one of them will be Gmail, theses will be the boxes that your eventual customers can email in to. We are going to show sending email in to each of those and how they then end up in the relevant queue. So each queue is basically aligned with one of these email boxes. The nice thing here is that the original sender i.e. your customer who emailed one of the boxes, their email will go in properly to the “reporter” field, so if your team wants to respond directly back to them, even though they have come through multiple mailboxes in to the desk, that’s not a problem and it works fine.

                Okay, Igor, I’m going to hand over to you just to give us a quick demo.

                 

                Igor Potrusaev:

                Thank you, Chris.

                So, I'm going to share my screen and show you how this service desk was configured. This is a really straight forward example where we have three queues, which you can see on the left-hand side - “All open tickets”, “Team A” and “Team B” queues. All Open Tickets contains all open issues for both Team A and Team B together. And then we have two separate queues focused on these specific teams only.

                So, what I'm going to do now, I’m going to send a few test emails and show how it separates to it’s own queue. You can see that that there is one email for Team A - “There is an issue with XXX for Team A” - I can put in some extra details on the email, I can attach files, screenshots and extra information. So let’s send this one. And then we have an email to the Team B mailbox - “I have another question about YYY for Team B”, I can put extra information and send this email as well. Now if I go back to the service desk, just in the 30 seconds or less, you will see that these issues will appear on the “All Open Tickets” queue and on the relevant teams queue. So, you can see the first one - “Issues with XXX for Team A” has appeared, and then the second one as well. So , let’s take a look at one of them.

                So all the description comes into the “Description” field, your email body becomes the description. If you have any attachments, they will be attached to your Jira issue. You can see that the “Reporter” was pulled up correctly so it’s automatically recognised my account and assigned it with me. So now if we go back to “All Open Tickets”, there is the same request, “Question about YYY for Team B” which contains all the information, assignee and so on. If we go to the Team A queue, we will see just one request - “Issue with XXX” and if we go to the Team B queue we will see just the “Question about YYY for Team B”. You may have multiple teams associated and also you may have more advanced configuration, you may have multiple mailboxes linked to the same team or you may have it more straight forward where you have one mailbox per one queue per one team.

                 

                CB:

                So, in short - we’ve got two mailboxes, two teams, and we are pulling the emails from one mailbox into one teams queue and the other one to the other teams queue. You can also get an overall view of all emails, all requests, all the current statuses, SLAs and the like, plus any other advance attribution you want and you can do all the standard Jira reporting over the top. And needless to say, clearly you can have a portal there as well at the same time.

                Okay. I don’t think we need to add anything more. If you have any questions please get in touch and we hope you found that useful.

                Thanks very much.

                 

                IP:

                Thank you.

                Like what you've read so far?

                Get in touch, let's talk about what you need.

                Get in touch