Can we turn off account verification emails to external customers?

We're currently in the trial period for JIRA and JIRA Service Desk. We have a lot of external customers who email us using a contact form when they need help. We were planning on forwarding that contact form to our Atlassian email address and using Service Desk to manage our workload, and then responding via the 'Respond to customer' comment which they would receive as an email.

The problem is that when a customer submits a ticket by email they are then emailed by Service Desk and asked to verify their account for the customer portal. We don't need or want them to use the online portal, so this is a completely unnecessary additional step that could only confuse the process. Turning off email notifications stops emails triggered by updates to their ticket, but does not turn off this initial verification email.

Is there anyway to disable this verification email?

4 answers

I read about this issue here last week, and the reply was that this is not possible via Jira. But please confirm this for yourself. One option is to add a rule to the exchange server to stop all outgoing mails with the subject "welcome to something something". We have performed this and it works.


@thomas.ruby can you refer to the issue you read last week?  We also need to find how to operate ServiceDesk without spamming our customers with the account verification emails, and are having trouble.  We don't use Exchange Server, so your solution won't work for us.

In Jira Service Desk V3.11.0 this is solved but changing the project configuration, Customer Configuration then deactivate Email Verification.

It is found in: Project Settings - Customer notifications - Account verification email

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