Help! How do I restrict emails to only allow manually added/existing customers?

Question

We have spam coming through and creating tickets.. I would like to only allow existing or manually added customers to be allowed to create the tickets. Is there a way to filter this? allow/block list is not a good solution since 'allow list' just makes sure the emails go through but it doesn't reject the rest.

Please let me know what your solution is and I will test it out!

Thank you so much

Ieva Katiliute · Answer

Hey! Thank you for the reply - all that you have mentioned has been done already and we still receive spam emails... We did connect a custom mailbox (gmail) - would that have an impact?

Thank you

Ieva

Ste Wright · Answer

Hi @Ieva Katiliute

This should be possible to set using Jira Service Management access settings:

* As a Jira Admin, got to Jira Settings > Products
* Select Customer Access from the left-hand menu
* Ensure the setting Don't allow customers to create their own accounts is checked

This should ensure email requests from unidentified customers are not processed.

You might also need to limit Customer Permissions in a specific JSM Project also:

* Go to Project Settings > Customer Permissions (from left-hand menu)
* Ensure Customers added by agents and admins is selected - to limit who can add Customers or be a customer

Ste