How to disable an invitation email when clients email is in CC

Question

Hi,

Normally the clients send us an email with a problem and if we cannot solve it right away, we create an issue ourselves with a client's email in CC.

When an E-Mail is sent to our Jira service management address, email address enclosed in CC reseives an invitation to create an account.

Is there a way to disable it so they can only reply through e-mail and don't create an account?

Thank you!
Best regards,
Katsiaryna

M Amine · Answer

This configuration is normally in your JSM. Check this documentation : https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-customer-permission-settings-for-email-requests/