How to handle E-Mails from outsiders

[Marius Fischer]

When somebody from outside the organisation(e.g. somebody from their private mail adress because they lost their access) writes our JSM e-mail adress a mail, nothing happens. 
The sender doesn't receive a reply("we don't take requests from outside mails"/"please instead call our telephone number x"/mail being treated like internal e-mail accounts would be) and there is no ticket being produced in JSM. How do other people handle this scenario?

[Brant Schroeder · Accepted solution]

@Marius Fischer Welcome to the Atlassian community

If your service desk is no open to everyone and only specific customers can submit issues to it then this is the behavior you will see.  This prevents individuals from spamming your service desk.  You can read more about these settings here:  https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/