incoming zendesk emails marked as 'auto reply' emails and not processed by servicedesk

Hello all,

Quick question setting up 'request through email' for Cloud service desk product

I remember reading old tickets about rejecting auto-reply emails and modifying filter options would do for Server edition. However we are on cloud edition of Service Jira (including Service Desk) and it seems like we can't change the filters to take emails from zendesk. 

We currently use zendesk for client facing ticketing system, and internal IT would looking to migrate from fogbugz to Jira service desk. 

What are some things I can try to bypass 'auto-reply' filter in cloud service desk? 

1 answer

0 votes

Hi Jae,

There is a current bug at JSDSERVER-1924 that relates to this issue.  Per the bug ticket you need to disable certain modules, however, in Cloud that is not currently possible as these modules can't be modified.

At this time I would suggest voting on JSDSERVER-1924 to add impact.  Switching to an on-premise instance may not be ideal in your situation, however, you can disable those modules in the Server version. 

As an alternate option you can reach out to the Cloud support team via a Support ticket and they can most likely disable those modules for you but they will probably become re-enabled once an update occurs.



Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,086 views 4 9
Read article

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