@Chris Rogers It will be a glorious day when they get all the kinks worked out.

I'm working on building one to triage bugs and assign them to a group/team/assignee based on specific key words in the summary.

@Josh Golosinskiy You sure it wasn't to create a story with some subtasks?

I would usually clean up as keeping that historical data is usually very important.

@Jyoti Mane do you expect the team still use email to submit requests? Going from email to a JSM portal is a pretty big change. When JSM receives an email, the subject line becomes the summary and the body of the email becomes the description. The sender is the reporter and anyone CC'd become request participants. And that's it. You don't really get any other metadata to help you triage or resolve the request. When you compare that to a JSM portal, you can make multiple request types. You control how your request types are presented to the users and you can also make different fields required per request type. So, there is a little more thought you need to put into designing your JSM portal. JSM does allow you to swap up the default email with your shared mailbox, if that's what you want, just know that email will provide you with less information.