Can I Managing the Email Channel With Auto-Responses?

[Brenton Rose]

We are migrating our clients off a much less robust system and clients have had a habit of bypassing the system and submitting email directly to our support email. We would like to ensure separation and proper tracking of issues going forward and I would like to encourage our current customer to use our interface or the help portal to enter issues. I thought it might be a good idea to move away from the email option at some point. Given customers currently use it I thought we could build an autoresponder for that channel that responds with the help portal and notifies the customer emailing support would no longer trigger a ticket. Is this possible? Thoughts? Thanks in advance.

[Angélica Luz]

Hello @Brenton Rose,

Welcome to Atlassian Community!

When it comes to auto-responses, it’s possible to do that using automation, but the ticket must be created for it to trigger the automation.

On Jira Service Management, there is a default email address on Project settings > Email requests (company-managed) or Project settings > Channels > Email (team-managed) and also it’s possible to add a custom email.

You can create an automation that will check if the ticket was created via email and then you can send an email to the reporter and add another step that will close the ticket. For example, if a ticket is created via email, then send an email and transition the ticket to “Declined”.

It’s also important to know that, when a ticket is created via email or portal, customers receive a default notification (Project settings > Customer notifications > Request created or Project settings > Notifications > Customer notifications). You can disable this notification, but it will affect all customers on the project. You can edit the notification and add an information "If your ticket was created via email, note that... and please go to our portal to create a new ticket".

What I mentioned is in case customers try to create tickets via email using the default project email.  

In case you would use a custom email, then you could create a rule directly on the email and not add it to the Jira project, so tickets wouldn’t be created.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica