Replying to non-customers

[Adam Richardson]

Is there a way to send an email notification to someone that is trying to open a ticket via email, but is not in the customer list, and I don't want to turn it public?

I would like them to get a notification that they are not registered ass a customer and to contact XXX.

Thanks,

Adam

[Angélica Luz · Accepted solution]

Hello Adam,

Welcome to Atlassian Community!

When a customer creates a ticket using the email channel, the only way to check the reason why the ticket was not created is by accessing the email logs.

If the project is not open to customers to create their own accounts, then the only way to check if it failed is checking the logs and the customer will not receive a notification informing that was not created.

There are some feature requests suggesting the implementation of this ability:

• JSD should send reply or notification when mail handler cannot create or update issue
• Reply email to users who don't have Service Desk accounts and public signup is disabled, instead of silently ignoring those emails
• Get notifications on incoming emails that fail to create a ticket 

Please, click on vote and watch to receive updates about the feature.

For now, if you receive many emails every day from customers that don’t have an account, the best option is to allow them to create their own account.

Regards,
Angélica