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Sometimes, there's a specific email address spamming your queues with emails not caught by our Amazon SES email filter, and this hurts your productivity.
At the moment, it is not possible to block a specific customer from opening tickets in Jira Service Desk. There is already an open feature request to allow this, here: JSDCLOUD-3836 -- consider upvoting this feature request if you consider this is a good feature to have in Service Desk Cloud.
As a workaround, you can deactivate the customer email address in your Jira instance. Even if you have an open portal, a deactivated customer will not be able to raise requests (from email or via the portal). However, this can be accomplished only by site-admins.
To deactivate a customer, follow the steps below:
go to your instance site-admin
click on (users) Jira Server Desk > Portal only customers
search for the user that you’re seeking to block
click on the Deactivate link, as in the image below
Done! That way, this customer won’t be able to create a new request in your Service Desk queue. Blocked messages will be logged in the Jira Service Desk Email Requests log, with the error message ‘Current user is not active’.