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Set email notification so that the customer cannot reply by email

Benjamin Buchwald May 24, 2024

Hi community,

when the ticket is processed by us in JSM or a comment is written, the customer receives an e-mail with a jira@atalassian... notification. That's standard, isn't it? We haven't changed anything at this point.

Now we sometimes have the case that customers reply to this reply email by email. We don't want that because otherwise we would have all the signatures in the ticket comments.

Do you have a solution as to what I can do?

 Best regards,

Benjamin

1 answer

1 vote
Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 24, 2024

@Benjamin Buchwald there is not a way to prevent customers who have access to the service desk from replying to an email and only using the portal.  I would suggest doing the following is you do not want signatures:

I know if individuals that have edited the customer notification emails and just added Do Not Reply to the subject and body of the email with instructions to use the portal to help cut down on emails but it would not prevent them from replying.

Benjamin Buchwald May 28, 2024

Thank you very much for your answer :)

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