Emails from non-Customers

Question

Hi,

As I see it I have two options for accepting email requests from non-customers. I can either automatically create a ticket or not. For email senders I don't know I do not want to automatically create tickets. When I turn the auto-create off, the email is denied and only shows up in an audit trail log. Is there a better way to handle this? Forward it to another user if the email is rejected?

George Abdo · Answer

yes, I agree with this. It's 2024 and we still have this issue. It would be good to send a notification that "your email was not received by the service desk as you are not setup in the system" kind of message instead of complete silence giving them the impression that we received the email.

Chris P__bfs417 · Answer

+1 vote.  We have the same problem.  Due to limitation in JSD that you cannot add an entire domain to represent customers (i.e.  @companyname.com ) , we need to add customers one by one via their individual email addresses as a customer.

If a customer who is NOT yet added JSD sends an email, is there a way to auto-reply / perform an automated "Customer Notification" that let's them know they are not yet setup as a customer from this email address?

Right now > if a customer who is NOT a customer on JSD sends an email to create a ticket in a JSD project, they get zero response, and we have no way of knowing that a non-customer submitted a request, unless we check our mail servers manually, or use our mail servers to trigger a duplicate notification.

This has the potential of severely throwing off our SLA response times, if the customer thinks they have in fact submitted a ticket properly, and the SLA timer has begun.

Henri Virtanen_ · Answer

I was studying this also and my findings were that bulk JiraSD cannot do anything to this. JETI or JEMH add-ons could give you tools to handle the emails which are from customers that are not from your projects.