Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can you enable reply via email in service desk without create

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.

4 answers

Same question here! We have our users submit tickets via the portal but would like to give them the ability to reply to email notifications in order to add comments. Right now reply emails are getting bounced back by JIRA.

This was working for us up until last week; now emails bounced back; I've check all permissions carefully and can not see any other way except opening us up to anonymous access which is not acceptable.

Unfortunately, we attempted to allow anonymous comments and it still blocked comments from email responses.  I am at an impasse and really need this to work.

Hello Jamey, did you find a solution for this issue? Kind regards, Brittany

any resolution to this issue yet?

Has there been any resolution on this yet? 

@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. 

@Maura Swart that is great news. Do you have documentation on this that I can use to get it configured for my team? 

@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 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 

Hey Sarah (and the nice folks over here),

We currently have the same issue/question - answer to notification mails possible, but no creation.

Any news here?


Did you get this issue resolved? We have the same setup and the same problem.

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.

Need a little want to disable ticket creation on email. But want to ensure comments are still added via email? 

Hi Shawn,

Yes, we don't want customers to be able to create tickets via email at all, but we do want them to be able to reply to emails about the ticket which should add a comment.

Suggest an answer

Log in or Sign up to answer

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you