Auto-response for replies to Jira notification after disabling email channel

[Nicolas Stahlberg]

Hi everyone,

the email channel in our Jira Service Management project is disabled to ensure that all support requests go through our customer portal. However, some users are replying directly to the notification emails – meaning their replies are sent to jira@company_name.atlassian.net.

These replies disappear into a void, which is understandably frustrating for users who assume their message was received.

Is there any way to set up an automatic reply for emails sent to this address, to inform users that the email is not monitored? Ideally, we’d like to send a message like:

“This email address is not monitored. Please use our support portal.”

Thanks!

[Kris Dewachter · Accepted solution]

Hi @Nicolas Stahlberg ,

The mail address you are using, is an Atlassian supplied email address. So you can not set any auto-reply on it.

I think you need assign your own email address as an outgoing email address in Jira, and set an auto-reply message on that.

Best regards,

Kris

[Nicolas Stahlberg]

That is of course a solution, thank you @Kris Dewachter!

The possibility to set this directly in Atlassian would of course be good and would save work. But thanks anyway.