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Customer Service Desk

OneDev service desk lets your customers submit tickets by email without a OneDev account. Tickets are created in the matching project, assigned according to your issue creation settings, and further discussion can continue entirely over email—with replies posted as issue comments. Customers also get notified of ticket activities (for example when a related release is created).

Feature Highlights​

  1. Customers send tickets either to a project-specific address (default form support+<project path>@yourcompany.com, or a custom service desk email address you configure on the project), so OneDev knows which project to open the issue in.
  2. An issue is created only when the target project matches an Issue Creation Setting. You can set fields such as type, priority, and assignees per project pattern.
  3. All recipients of the create email are added to the ticket watch list so they get activity notifications and can join the discussion.
  4. HTML content and attachments are handled so the experience stays consistent between email and the web UI.
  5. Created tickets are confidential by default (configurable per issue creation setting).
  6. Emails for a ticket are kept in a single thread to preserve context and reduce noise. Users can also unsubscribe from the ticket.
  7. Content of ticket notification emails can be customized via email templates.

How to Set Up​

1. Configure mail service​

Configure mail service under Administration / Mail Service and enable Check Incoming Email:

Mail Service

Also enable subaddressing for the system email address on your mail server. Use the send/receive test at the bottom of the page to verify the setup.

With this in place, OneDev can send ticket notifications by email. Users can reply to notification emails to add comments. Notification content can be customized under Administration / Email Templates (including the Service Desk Issue Opened and Service Desk Issue Open Failed templates).

2. Enable global service desk settings​

Enable the service desk under Administration / Service Desk Settings, and add at least one Issue Creation Setting. The first matching entry for a project takes effect; if none match, issue creation is rejected:

Global Service Desk

Edit an entry to set applicable projects, whether the issue is confidential, and initial field values (type, priority, assignees, and so on):

Issue Creation Setting

In this example, tickets opened via service desk are confidential Support Request issues with normal priority, assigned to a team member. Field values can also come from a Groovy script when you need dynamic defaults.

3. Project service desk address​

When global service desk is enabled and the project has issue management, each project gets a Service Desk setting. Leave Service Desk Email Address empty to use the default plus-address (<system email name>+<project path>@<domain>), or set a custom address that shares the same inbox as the system email:

Project Service Desk

The effective address is shown on the project overview, where customers (or your support docs) can copy it:

Project Overview

Emails sent to that address—or to the system address with +<project path> subaddressing—create issues in the project, as long as an issue creation setting matches.

All done! Customers can now send email to a project service desk address to open tickets.