We're using service desk for our customers where we're requiring them to log into the portal to raise requests as we're answering a number of validation questions. We've just discovered some clients are replying to email notifications from service desk but these emails aren't being added as comments to the tickets or getting bounced. I'm trying to find out if there's a way to allow commenting via email without allowing tickets to be created orginally from emails.
@Christina O Connell customers should be able to reply even when you don't allow new issues to be created via email. We currently only have a problem with not receiving replies when the customer replies from an email address that is not the email address used for their Jira account. Some people have emails forwarded from one address into another or some have "alias" emails which send with different credentials.
@Christina O Connell I am not aware of any special configuration we have done. When I created the JSM projects, a default email address was created for each project (something like email@example.com) and there's also a global email account for the instance. In the global mail settings, the Email Processor in ON.
I have turned off the ability to create new issues via email for some of our JSM projects and this did not affect back and forth email communications with customers. I followed steps from this article to turn off email requests: Disable all email requests to the email channel
Unfortunately no, it seems you have to have a create a request via email channel to allow reply by email. We didn't want to do that, as we're trying to ensure all our clients give as many issue details as possible when submitting a request, so for now we have just added a line to the customer notification template to say this is a no reply to address, you must log in to <issue link> to reply.
We require customers to login to the portal in order to create a request, and we are able to see comments in the ticket when the customer responds to an email from service desk. The only problem we have is that the response written into the issue contains a lot of "junk". Here's an example of the "junk":
We are using the cloud version of Service Desk.
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