Allow customer email to update ticket, but not allow email created tickets

Question

For one of my next-gen service projects, the department does not want customers to be able to create tickets via email, so this has been disabled. However, they are finding that users cannot update their tickets by responding to the email notifications.

If they want users to be able to update tickets via email, do they need to allow users to create tickets via email? Or is there something else going on that is preventing customers email responses from updating their tickets?

Daniel Ebers · Answer

Hi afrank@oregoncf.org

in a very similar asking there came a proposal up to use Automation rules. Doing so the goal could be reached but it implies that a request is closed when mailed in - assuming the proposal is valid for your team, please have a look for that specific idea:

https://community.atlassian.com/t5/Jira-Service-Management/Not-allow-to-create-new-ticket-by-email-but-allow-email-replies/qaq-p/1637434

Regards,
Daniel

Angélica Luz · Answer

Hello afrank@oregoncf.org,

Thank you for reaching out to Atlassian Community!

For customers to be able to comment on tickets, the email channel must be enabled in the project and currently, there is no option to prevent them to create tickets via email.

There is a feature request suggesting the implementation of this ability:

JIRA Service Desk - Email Channel - Ability for customers to add comments via email without creating issues

Please, click on vote and watch to receive updates about the feature.

Kind regards,
Angélica