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

New incident not be created via email

Customers at present log tickets via email or the portal.
How do I turn off email so that the customer is forced to use the portal to log tickets?

2 answers

0 votes

Go to the project settings and look for the portals "channels", one of these is the email channel, if you go into there you can turn it off, or change the email address so that your users would be sending to an unused email.

I would strongly recommend warning all your email users that you are going to turn it off and require portal usage.

I can't find "channels"
I have Project Settings and then Portal Settings
See the images attached.

Jack Community Leader Mar 02, 2021


me hitting my head on the table observing latest changes to Cloud....

So it appears that "Channels" has disappeard and the three options are simply brough to the 'root' project settings level. Just click on "Email requests"

0 votes
Jack Community Leader Mar 02, 2021

If you truly want to prevent email creation that has been operational before I would do the following:

  1. Inform all customers that email creation will be ceasing in x-days
  2. on x-1 days inform them again that it will cease tomorrow
  3. if you are using a custom email then you should have IT set an auto-reply like OOO with the message that redirects the customer to the portal. Disable all email requests in your project - project settings > email requests , click on the ellipses in the upper right and select disable. NOTE: if you are using the Atlassian supplied email you can only do the last part of this step.
Jack Community Leader Mar 02, 2021

also consider that once disabled you will have no redundancy. if the portal is down or otherwise inaccessible they customer can't open a request. Hopefully you provide support by phone too.

Capture1.PNGCapture3.PNGThanks Jack.  This is good to know.
However to be honest I am pretty sure the uptime for Jira Service Desk is very high so potentially I could take the risk.  However I will think about this.

We have phone support but trying to eliminate that.  Now a days a lot of customer prefer logging via the portal. 

Suggest an answer

Log in or Sign up to answer
Site Admin
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...

748 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