Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Can i be notified of an email being sent to a restricted service desk from an unknown customer?

Deleted user Feb 16, 2015

I would like to be notified of an attempt to create a JIRA Service Desk ticket via email by an unknown customer. 

1 answer

I don't think this is possible.  I'm sure the answer will be the same as what I received regarding having the sender be alerted that their email was not processed into an open ticket because they were not a requester/participant: "in the event of multiple spam accounts start sending e-mails to it, your server would be overloaded and that could cause severe performance problems".

So in both of our cases, someone sends an email expecting us to receive it and be able to respond, but instead, Service Desk skips the email and doesn't notify anyone.  So we end up with an upset customer.

Deleted user Feb 17, 2015

Thanks Richard. There are other ways to handle the spam. Meanwhile, as you said, we have a solution that results in upset customers for a Service Desk application. Kinda runs counter to what a mission statement for a Service Desk application should state.

I feel like the Support system's #1 responsibility is communication. This issue was the proverbial straw for us. We already had three tickets open for communication-related issues when we came across this one. Good luck.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

751 views 12 15
Read article

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