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Email Requests - Prevent New Tickets Via Email BUT Allow Responses To Questions / Notifications

DON'T WANT = New tickets created via emails sent to our email address.

WANT = Customer email reply to question sent from JSD issue to log a comment in the issue.

WANT = Customer email reply to a notification sent from JSD issue to log a comment in the issue.


Business Goal = We want to force the user to fill out a number of fields on the request / issue record. This level of details would not be obtained from a ticket automatically created from a received email.

1 answer

Hi @Sebastian Delmastro 

Welcome to the Atlassian community!

I believe the functionality that you are looking for is built-in features in JSM (Jira Service Management) (previously known as JSD (Jira Service Desk)).

To disable any requests created from your JSM email channel, you can go to Project Setting -> Email Requests. Click the triple dots on the top right of the page. Click "Disable all email requests". Then, all emails sent to your JSM email channel will be ignored.

Depending on your Notification Scheme configuration, the customer will receive a notification from Jira when, for example, an issue is updated. To add a comment to the issue, the customer can reply to the email notification directly, without a need to go to the JSM portal. The email body content will be added as a comment on the issue.

Additionally, if the customer would like to add a user as the participant of the ticket, the customer can add the user's email address to the "cc" of the email. Jira will automatically add the "cc" email addresses as the Request Participant of the issue.

For more info, please refer to

I hope the above answer helps!



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