Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements


  • Give kudos
  • My kudos


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How do I filter incoming emails to the JSD email portal

Good day

We have Jira Service Desk and it is set up with the built in email portal to receive and process requests sent via email.

I can't find a setting or way to filter out emails sent from our auto reporting engine (specific sender address).

Is it possible to do?

Thank you

1 answer

0 votes


what do you mean by "filter out emails sent from our auto reporting engine"?

Are you saying you don't want the service desk to create tickets from that sender? Or are you saying you'd like tickets created from that sender triaged in some way? Either autoclosed, placed into their own queue, ect? 



Hi Kian

Thanks for the response.

Ideally we would like the service desk not to create tickets from those senders.

But if this is not possible, your alternative suggestion of auto-close would suffice.

In either case, I would need some guidance to configure as I am still building my Jira skills.




There are a couple of ways we could approach this. Could you please tell me, what are the permissions like on your service desk? Can anyone email and raise a ticket even if they don't have a Jira account? Or do they need to be specifically added to your service desk project? 




Currently anyone sending an email (even when an account does not exist yet) can log a ticket.

I'm guessing this is where I need to look to "block" certain senders from creating tickets.



A lot of service desks will set up the permissions so that "customers my team adds to the project" or "Anyone with an account" can raise them. 

I don't know if you have a need to have the desk open to everyone? If you don't, you could use one of those two options to limit the users that can send requests. If you set it up so that "Anyone with an account" can send requests, you would need to search for and delete any tickets the automated alert has created and then remove that user from the system. 

If you need it set up such that anybody in the world can raise a request, you'll need to automatically close the tickets. 

To do so, you would want to create a new project automation to triage email requests. You'll need to automatically transition the tickets to "resolved".

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

266 views 4 6
View question

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you