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Set up auto-reply letting customers know they can't respond via email

We do not accept ticket creation or response via email. We'd like to set up an auto-reply when a customer tries to respond via email. It would say something like this:

"Our service desk does not accept replies via email. To reply, please visit this URL, log in, and post your reply to the ticket. Thank you."

Can someone tell me how to set this up?

1 answer

0 votes
Daniel Ebers Community Leader Dec 07, 2020

Hi Rachel,

in dependency if you control the mail server (at least to some extend) cloud or in-house - you can just set up an auto-responder.

Sometimes this is also referred to as "out of office" reply - there will be nobody out of office but this mechanism is often used when somebody is on vacation.

In case this is no option as you cannot set this on mail server level you would have to try to implement it in Jira Service Management somehow.

Cheers,
Daniel

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CLOUD
PRODUCT PLAN
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Site Admin
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