Can i be notified of an email being sent to a restricted service desk from an unknown customer?

I would like to be notified of an attempt to create a JIRA Service Desk ticket via email by an unknown customer. 

1 answer

I don't think this is possible.  I'm sure the answer will be the same as what I received regarding having the sender be alerted that their email was not processed into an open ticket because they were not a requester/participant: "in the event of multiple spam accounts start sending e-mails to it, your server would be overloaded and that could cause severe performance problems".

So in both of our cases, someone sends an email expecting us to receive it and be able to respond, but instead, Service Desk skips the email and doesn't notify anyone.  So we end up with an upset customer.

Thanks Richard. There are other ways to handle the spam. Meanwhile, as you said, we have a solution that results in upset customers for a Service Desk application. Kinda runs counter to what a mission statement for a Service Desk application should state.

I feel like the Support system's #1 responsibility is communication. This issue was the proverbial straw for us. We already had three tickets open for communication-related issues when we came across this one. Good luck.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

798 views 5 7
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