Disabling the reply function to allow employees click on view request

[Sami Oriola]

Hello, is there any way to disable the reply function in the email when JIRA tickets are sent  and received as an email?

Users tend to reply to the email rather than clicking on the 'view request', therefore replies are not received against the tickets raised.

Can the reply to email function be switched off so that users have to click 'view request' to respond? 

If so how can this be done?

Many thanks

[Ivan Lima]

Hi @Sami Oriola. Welcome to the Atlassian Community!

You can either disable all email requests or disable specific customer notifications. Have a look at Disable all email requests to the email channel and Manage service projects notifications to disable the customer scheme for customer notifications. I don't think you can disable only the reply function. I'll dig around to see if I can find more details about that.

[Ivan Lima]

I found a similar question where an Atlassian team member provides some additional insights into that. Have a look.

• https://community.atlassian.com/t5/Jira-Service-Management/Disable-email-requests-but-keep-email-comments/qaq-p/1727740