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Can you enable reply via email in service desk without create

Sarah Young Aug 23, 2017

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

0 votes
Shawn Masters Aug 23, 2017

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

Sarah Young Aug 25, 2017

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.

0 votes
Becky Rotoloni Feb 27, 2018

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

Sarah Young Feb 28, 2018

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.

Maura Swart Jul 06, 2018

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":

image.png

We are using the cloud version of Service Desk.

0 votes
Norman Walter Jan 08, 2019

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?

Best,
Norman

0 votes
Robert Marten Feb 21, 2019

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.

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