So I've looked into this a little bit but have been unable to find quite the response I'm looking for. Is there any way to allow users to comment a ticket via email, say by replying to the ticket creation notification email they receive, without actually allowing users to CREATE tickets via email? We'd like to avoid turning on email requests but it would be very convenient for our users to be able to leave a comment via email instead of having to login to our Service Desk Portal. Any and all help is much appreciated!
Actually it is pretty straightforward. Because you need to tie email in at the system level, when you define the mail handler you can specify its behavior. The functionality ties in with core Jira and isn't specific to JSD. Check out the mail handler section here (you may need to change the Jira version...overall it's been pretty consistantly this way for a long time):
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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