Service Desk notifications and permissions for create issues via email

I want to use Service Desk to create tickets and comments for ALL incoming emails to an inbox but I don't want people on the emails to receive any notifications or "new account" emails. 

What are my options?

3 answers

This widget could not be displayed.

Hello Kelsay, 

It is currently not possible to suppress the Initial Welcome Email Service Desk sends out to your Customers; there is a Feature Request to disable this functionality:

If you want to disable all notifications from being sent out by the Service Desk Project, navigate into your Project's Administration section - Under Notifications, set notification scheme to None. 


This widget could not be displayed.

Paulo, I need to handle any and every email that comes in. I don't have a list of customers that I can add.

The best option I have come up with is to use the JIRA Mail Handler with create users unchecked and the default reporter set. The downside of this is that you don't capture the reporter's name.

Option two is use the JIRA mail handler with create users checked and notify users off. In this situation all reporters are tracked and no notifications are fired but the users that are created are JIRA Software users that consume a license, not Service Desk customers and I have not found a way to change this.

Option three is use the Service Desk mail handler. It creates the right kind of users and does not consume licenses but it fires the New User Created emails like Shawn mentions.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

229 views 3 0
Join discussion

Atlassian User Groups

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!

Find my local user group

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

Groups near you