Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

email to a customer who is not allowed to raise tickets

Hi together,

we want to setup our service desk only for registered customers. Now I have following issue: When a customer is not registered and send a mail he gets no information. Is it possible to inform the customer that he needs to create an account?

Kind regards

2 answers

Hi @Sebastian Benz 

This functionality does not exist - but there is a feature request on JAC you can vote for/watch - see JSDCLOUD-1602 

A few alternatives I've seen:

  1. Have an auto-response on the inbound email address for all customers, so non-registered customers receive some information (assuming you have a custom email address)
  2. Use an App from the Marketplace to extend the power of emails - for example, Email This Issue, or Notification Assistant for Jira might be able to help here
  3. Create a custom email handler, and place the logic in there. There's instructions for Server on this page (which might work in Cloud), or some further information on Cloud mail handlers on this help page


Hi @Sebastian Benz

My name is Alex; I'm a support colleague at Meta-Inf, the vendor of Email This Issue.

Just wanted to confirm that @Stephen Wright _Elabor8_ is correct, our application can send customizable emails to external email senders/recipients.

I suggest you create a template in our application with unique information about where the sender may create an account as a first step.

When you create the issue based on the external sender's email, you should save the email address of the sender to a custom field.

At issue creation (or comments added etc.) you could send them a notification with the template you've previously created.

I hope this helps with your case, feel free to open a support request with us if you have any questions.


0 votes
Brant Schroeder Community Leader Jan 06, 2023

@Sebastian Benz 

This functionality does not currently exist in JSM but can be voted for here: 

Suggest an answer

Log in or Sign up to answer
Site Admin

Atlassian Community Events