Help needed to filter emails that will generate issues in service desk

Tech Support SpectrAxe

Hi Everyone, I need some direction / help please to explain how we can filter only certain emails from our email address support@xyz.com to create service desk tickets in JIRA.

At the moment all emails sent to support@xyz.com are turning into tickets, it's acting like a catch all address for tickets. We have other correspondence on this email that I don't want to turn into tickets, I only want certain emails maybe with the subject keyword "support" to become tickets.

I tried looking into settings to do this but I'm unable to find a way, is this even possible?

Fabian Lim

Hi @Tech Support SpectrAxe

Welcome to the community!

As far as I know, there is no configuration to stop jira tickets based on subjects from being created when you set the email configurations.  

There may be some plugins that may do it for you, but you will have to disable the JSM email requests.

The other option is to have a new dedicated support email to avoid looking at the subject.

I hope this helps.

Fabian