How to stop clients replying to Jira emails

[David Seale]

Jira updates clients when updates are made to tickets.   Our clients are replying to these emails.  We want to force clients to update tickets via the portal rather than email.

How can we achieve this.

regards

David

[Mandi Chiancone]

Hi David,

Just a quick question.  Do you want to allow your customer to reply using email, if the email are not lost?  We have a number of customer that reply via email, as opposed to the portal, and our responses are not lost. 

• Navigate to Customer Notifications
• Select 'Request Created'
• Add a Do-Not-Reply message in the Content

You could also 'Turn Off' email requests and force portal options only, as JP suggested.

[David Seale]

I would like to offer the option for clients to reply to jira emails and have them appear as comments on the ticket. 

Our IT department is currently investigating what is happening to client replies.   These replies do not get attached to the ticket and the client does not get a bounce back from the email system.

If we cannot get he email system to work we should prevent client replies and force all updates via the portal. 

I find it strange that the system out of the box behaves in this way, silently loosing or consuming emails.   Perhaps we have inadvertently changed a setting to make  it behave in this way. 

Our IT department are looking into this now.

Thanks for your responses & help

[Mandi Chiancone]

Glad to help if needed, I can send you a ticket into your system or they can send me a ticket and we can work through it together.

[JP _AC Bielefeld Leader_]

Hi David,

how are the tickets created initially? You can chose to only offer the customer portal and no email channel. Your customer update mail should then clearly state that they MUST use the portal to answer a ticket. And let some autoresponder answer mails accidentally answered by a client.

Best

JP 

[David Seale]

Some tickets are created by us on behalf of the client and some are created directly by the client via the portal.

Emails sent from Jira back to the customer appear to be the same irrespective of the creation method 

currently they are sent from 

Agent Name (JIRA) <tickets@ourcomapanynamecloud.com> and naturally our clients are hitting the reply button and their reply is lost.

can we change the sender email address to something like

Helpdesk <do-not-reply@ourcomapanynamecloud.com>

if so where do we make this change.

regards

David