Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Configuring email notification to create ticket is JIRA


I have been testing the Email Request feature for my JIRA board. So basically every time an email comes to my custom email-id, it creates a new ticket that is working as expected. However, after the tickets get created, an invitation is sent to the user with the subject "Welcome to Customer Support"(refer to image attached).
Is there any way to prevent this, so that when I set up the email request any emails come it only creates the ticket and not sent any invitation or other email to the user who has sent the email?image-20220504-121920.png

Also, if you can please let me know the proper steps of configuring the email request feature with a custom email so that I can verify if I am following the proper steps or not would be helpful.



1 answer

1 accepted

1 vote
Answer accepted
Daniel Eads Atlassian Team May 06, 2022

Hi @Dipankar Barman , welcome to the Community!

The email you're seeing is from a Jira Service Management project (compared to a Jira Software project). In JSM projects, these emails are configurable.

Here's how you go about changing them (or turning them off):

  1. Navigate to the project
  2. At the bottom of the left sidebar, click Project Settings 
  3. The left sidebar will change to show you settings for the project - now click the Customer notifications option in the sidebar
  4. In the main panel, you'll see Customer invited at the top. You can click the edit button to modify the text of this email, or you can use the toggle to disable that email entirely as I've done in this screenshot:

Do note that disabling this email still allows customers to view their requests on your customer portal and sends other updates about the status of the issue they created. Disabling that particular notification only stops the email in your original screenshot from sending. Other notifications will still go out.



Thanks, @Daniel Eads Daniel for your help. I tried the steps that you've mentioned and it is now working as expected.

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