What happens to emails sent to the service desk Jira email without a ticket reference?

Paul Hitchcock

If a user emails to the default email address "jira@mydomain.atlassian.net" but it's not a reply to a help ticket so there is no ticket reference, what happens to it? Is there a way to have it forwarded to us or notify us that a customer tried to reach us but used an email address that doesn't reach anyone?

Dirk Ronsmans

Hey @Paul Hitchcock ,

That actually depends on how your mail handler is set up.

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

By default yes it will work when it can find the reference or it will create a new ticket (you can see the documentation for that).

If you don't want to have an actual ticket created in one of your processes, you could create a new issuetype, link it to a request type and have it as some kind of "Email" issue type that you could then convert if needed?