Connect a custom email account

[Michael Woong]

Hi, I'm currently using Zendesk for support and planning to switch to Service Desk.

Can I include the custom email (i.e. support@xxxx) in JIRA Service Desk, while it is using in Zendesk for the customers.

Any impact? and do I need to planning for transition between Zendesk and JIRA?

[Jack Brickey · Accepted solution]

I don’t know how Zendesk processes emails. JSM will processes unread emails. So if Zendesk processes an email and it is marked as read before JSM gets to it then a ticket won’t be created in JSM. Typically I cut over from my be product to JSM on a weekend and simply switch the email over. I basically shut down the old solution, import the issues and turn on JSM.