Prevent Customers from Replying to Closed Ticket Email Notifications

[Kashif Rahman]

Hi Jira Community,

I have configured my Jira Service Management workflow to prevent both agents and customers from commenting on a closed ticket by setting the appropriate workflow properties. However, I’ve noticed that when a customer replies to the email notification that states, "Your issue has been closed," even if it's just a simple "Thanks," Jira automatically creates a new ticket.

Is there a way to prevent Jira from creating a new ticket when customers reply to these closed ticket notifications? Ideally, I’d like to ensure that any responses to closed tickets are either ignored or logged without generating a new request.

Any guidance or best practices would be greatly appreciated!

Thanks in advance.

[Bob Dalm · Accepted solution]

Hi @Kashif Rahman, 

I would recommend enabling adding comments again by removing the workflow properties, so these incoming emails would be simply added as a comment (where they belong). 

In addition, add clear communication 

• in the ticket closed notification (i.e. something along "Your ticket has been closed. Replies will no longer be monitored. If you have any additional questions, please create a new ticket.")
• by automatically adding a comment when a comment is added by a customer to a closed ticket. This comment would state something in line with the above. 

Best, 

Bob

[Kashif Rahman]

Thank you