Customers Responding to [email removed]

[Kimberly Green]

Hello there,

A few customers of ours have been emailing jira@americanburnassociation.atlassian.net, thinking they are emailing our main inbox. Obviously, this is not the case. Is there a way we can rectify this so that these emails come into our main inbox and do not get lost in the ether? Thank you!

Kimberly Green

[Susan Waldrip]

Hi @Kimberly Green , Welcome to the Community!

I don't believe there's a way for JSM to manage these things, it's more of a "training issue". If people are emailing what should be JSM requests (i.e., tickets) directly to jira@...atlassian.net, you'll need to let them know the correct email address (<project>@...atlassian.net). If people are emailing jira@...atlassian.net when trying to email an actual Outlook, Gmail, etc. mailbox, you'll need to let them know to send emails to <main mailbox address>.

If you have JSM configured so their emails are erroneously creating tickets, I'd suggest creating a shared Comment Canned Response for your agents that explains jira@...atlassian.net is an incorrect address and to please send those requests to <main mailbox address> or <JSM project email>. 

If I didn't answer your question, please post and provide more info and I or others will follow up, thanks!

[Joseph Chung Yin]

@Kimberly Green 

Welcome to the community.  I agreed with @Susan Waldrip statement.  Are you saying that customers are sending emails to "@xxxxx.atlassian.net" failed to create issues in your JSM project(s).  Please provide more information, so we can assist you further.

The "@xxxxx.atlassian.net" route is typically used for customers to get issue created directly in your JSM project(s) without using the actual portal UI.

Best, Joseph Chung Yin