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  1. Jira Service Management Cloud
  2. JSDCLOUD-1708

Disable Welcome E-Mail to New Customers


    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Atlassian update as of 6th October 2017

      Hi all, 

      Thanks for your follow up responses on this. Based on the feedback, we've made it possible to disable the invitation email when adding a customer to service desk. We believe that this solves JSDCLOUD-1708 and are thus closing this ticket.

      If you would like to express interest in the ability to customise the invitation email or the new account verification email, please vote and leave your comments on why you would like this on JSDCLOUD-5651.

      Once again, thanks for the comments. Your insights on the different intents and use cases are key to help us build the right solutions.


      JIRA Service Desk Team



      Atlassian update as of 25th August 2017

      Hi all,

      Thank you for voicing your concerns.

      While we've stopped 'account created' emails for customers of a login-free portal, or who create their own accounts, we still send them when an agent invites a customer to the service desk. 

      In light of your feedback, we're re-evaluating this decision and have re-opened the ticket in the meantime. Please note:

      • Customers who create their own accounts receive an email asking them to verify their email address. If you prefer not to send this email, we recommend you set up a login-free portal.
      • For now, this has only been implemented in JIRA Service Desk Cloud. To follow the progress for JIRA Service Desk Server, please watch JSDSERVER-1708.

      We'll get back to you very soon. 


      JIRA Service Desk Team


      Atlassian update as of 21st August 2017

      Hi all,

      Great news! We no longer send the account created email to people who send your team requests. Here's what happens now: 

      • When people email you requests, they receive an email confirming that you've received their request. You can customize this notification.
      • The same things happens when people send you a request via a login-free portal. 
      • When people create accounts in a secure portal, they just need to verify their email before raising a request. Learn more.  

      Once again, thanks for working with us on this!


      JIRA Service Desk Team



      Atlassian update as of 14th July 2017

      Hi all, 

      Thanks for your continued feedback on this. We agree that this is not an ideal experience and understand how the account activation email is confusing for your customers.

      We are actively working on this and are now exploring the removal of the unnecessary account activation email when help seekers first raise a request. We are creating a completely new account activation flow which will allow for a streamlined email-only support experience and your customers will access the portal only when you intend them to. This will remove the confusion your customers are facing today and give you better control over your support channels. 

      Once again, we really value your comments and will provide another update soon.


      JIRA Service Desk Team



      Atlassian update as of 23rd May 2017

      Hi all,

      Thanks for your feedback on this. We are aware that this is important and understand that the account activation email is causing confusion for your customers. 

      Welcome emails are instance wide and span across multiple projects, which is why modifying them is challenging. We are now exploring the possibility of suppressing these emails and building a new flow for users to activate accounts.

      Once again, thanks for voicing your concerns and stay tuned for future updates. 


      JIRA Service Desk Team


      Problem Definition

      Due to reduce the number of communication between JIRA and users, some administrators would like to disable the Welcome messages

      • Welcome messages are also referred to as "Activate Your Account" emails

      Suggested Solution

      Add the new customer welcome message as a notification type that can be edited within the notification scheme.

      Example Use Case

      "We are running into a problem with JIRA service desk whereby we need to allow for open customer enrollment, but we do not support a portal site and do not want to link customers to that site in their update emails. The entire Welcome email is entirely unnecessary for this reason, and while we can use the default JIRA notifications as a way to update customers, we would like to be able to just change the outgoing emails from Service Desk the same as with JIRA notifications. "

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            Unassigned Unassigned
            f4cb44bb0fa1 Jon Burns
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