Not allow to create new ticket by email, but allow email replies to add comment to existing ticket

[Terry Zhang]

We have created a new project in Jira Service Management. It works fine and customer can create ticket and add comment through the portal. We didn't turn on the email support yet. Right now if customer reply to the email notification, it get lost and won't be added to the ticket as comment. We want to allow customer to reply to the email notification and it get added to the ticket as comment. But we don't want to allow customer to create new ticket by email. We want the customer to only create new ticket from the portal. Is this doable? If yes, how should we configure this? Thanks.

[Dave Liao]

@Terry Zhang - hi Terry! For Jira Service Management projects, replies-via-email won't work unless email intake is enabled for that project.

If you choose to go this route but don't want to prevent new ticket creation via email, try making an Automation so if anyone emails your service desk to make a request:

1. Auto-reply is sent to the customer, like "go to our service desk portal at URL..."
2. Auto-closes the request.

[Terry Zhang]

Thank you so much! I will give that a try.