Hey devs, really need some help here. This is driving me crazy...

We're currently taking issues from the company via mail. We've got a group mail that goes to the three of us at the IT department. Problem is, colleagues just forward customers emails without event trying to help, which means that we get stupid issues like "I can't sign in", and no further information. We're currently using Jira, and I was thinking perhaps we can set up a Jira Service Desk? Then we could have an internal help desk where issues could be submitted, and require some important fields, and perhaps add a checklist. Have you had any experience with Service Desk? Do you think it would be a good idea to have a "normal" person have an account there as well to filter out the normal "Have you tried restarting your computer" stuff? Is it suited for non-developers?

Any other ideas?

Yeay, messy question, but I'm fucking desperate...