Can customers reply to an email notification with just the ticket number without needing to authenticate

How can we allow a customer that has their email forwarded to another email address that is not known by JIRA service desk reply to the notification they received.

As it is right now they can't reply from the email address that is not on the JIRA Service Desk customer list but the customer exists with a different email address.

1 answer

Hi Cynthia,

The customer needs be part of the customer list to comment at issue by email (replying). And you can setup a little things like who are able to raise and share request.

image2016-10-20 23:45:44.png



Gerry Tan Atlassian Team Oct 26, 2016

And email requests need to be setup. They're preconfigured in cloud, but not in server.

@Gerry Tan our issue is that the users are forwarding their email address to another email address. So, when they try to respond to the ticket from the email notification they received at the forwarding address JIRA flag those emails as failure. There is any setting we can change to allow any email address to comment on a ticket as long as they have the ticket number? Or we will need to build a middleware to achieve this functionality?

image2016-11-1 14:54:22.png

Gerry Tan Atlassian Team Nov 07, 2016

In JSD Server 3.2: other than reporter, only agents or participants can comment on issue. In JSD cloud and next upcoming server release JSD has/will ship organization feature where customers belonging to the same org can see and comment on each other's ticket.

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