Allow users to update ticket via email (without allowing email requests)

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!

1 answer

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):

https://confluence.atlassian.com/jira064/creating-issues-and-comments-from-email-720412438.html

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

965 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you