When customer reply to mail notifications - To receive an email : Do not reply at this email

Question

We are using Jira Service Management cloud, and i need some help with the below issue .

When customer replies to an ISSUE email notification no comment is added to the ISSUE and that's exactly what we want, customers to use only help center.

I want customer to receive an email every time he replies to an issue email notification.

eg.  Do not reply at this email - use the help center to update your issue.

Thank you in advance.

Rilwan Ahmed · Answer

Hi @afloros ,

Please check with your Windows/Email team if any auto response can be added.

afloros · Answer

up

afloros · Answer

Hello @Rilwan Ahmed  I have already add this start line on every email that customer receives as a jira issue notification.

The main problem is that some customers ignore the message DO NOT REPLY AT THIS EMAIL.

And reply to the email.

I need somehow when customer reply to the email notification to receive an other email

DO NOT REPLY AT THIS EMAIL - USE THE HELP CENTER TO UPDATE YOUR ISSUE.

Thanks Achilleas.