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.
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.
Hello, Community! My name is Gosia and I'm a Product Manager on Jira Server and Data Center here at Atlassian. Since 2002 when we launched our public issue tracker, jira.atlass...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs