We're using Jira Service Desk cloud and we've got our customer portal all set up, but some of our customers prefer to make requests with calls. Not a problem.
Agents have been told to use the customer portal to create tickets for those calls, but we still have a few who keep using the create button inside of Jira. Is there a way to disable ticket creation unless it's from the customer portal or email?
With the help of "Pro Create for Jira Service Desk" app you will be configure to raise only requests through specific channel like customer portal and email only.
Please note thta currently it is available for only server instance of Jira.