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Service Desk E-Mail when message rejected

We have set up our ServiceDesks to only create issues from registered customers. What we would like to do, is to inform the sender of an e-mail, that his message got rejected because he isn't registered. With that information he should be able to message our team directly and they can check if he should be eligible to send tickets to our service desk.

Currently we don't know of a way to solve this problem, and googling around there were only discussions about how to set up the email puller correctly.

So does anybody know, how to set up such an e-mail reply?

Kind regards,


1 answer

1 accepted

Hi Julian,

Last time I looked into this also there wasn't a good way to do it. This issue is related; in the case of rejected emails, Service Desk just lets them sit in the inbox:

Given JSD's behavior of letting messages sit, it might be possible to find some third-party system that picks up messages that haven't been read for more than 15 minutes and do something with them.

Sure would be nice if there was a clean way of doing this just with Service Desk though!


Hi Daniel,

thanks for confirming, that there is no "clean" way to handle this in JSD currently.

You said that you already looked into that issue before, so i just wanted to ask, if you maybe have same experiences on your own on that issue, that you could share.



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