Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-1892

Unrecognised Customers using Email Channel

    XMLWordPrintable

Details

    • 3

    • 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.

    Description

      Atlassian Update - October 2023

      Hi Everyone,

      Thank you for your feedback on this feature.

      We are marking this issue as closed because it is a duplicate of https://jira.atlassian.com/browse/JSDCLOUD-1602 which has received more traction. We suggest voting and watch the ticket there as the source of truth.

      Thank you again for your feedback!

      Arjun Ganapathy
      Jira Service Management Cloud team

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

      When an email is sent to Service Desk (private) unrecognised email addresses are ignored and the message is lost without warning or notice.

      Creating an option to auto-assign these messages to an existing user/customer would ensure potentially valid requests from users that are not yet registered are not lost in the ether.

      Taking it a step further, adding a function to the ticket to create a customer from the requestor email automatically would be beneficial.

      The impact of abuse via spam etc. is lower than with a public service desk - at least new customers won't be created.

      Attachments

        Issue Links

          duplicates

          Suggestion - JSDCLOUD-1602 Auto reply to unregistered/unknown user emails with instructions for signing up for Service Desk

          • Gathering Interest
          is related to

          Suggestion - JSDCLOUD-988 Reply email to users who don't have Service Desk accounts and public signup is disabled, instead of silently ignoring those emails

          • Closed

          Suggestion - JSDSERVER-1892 Unrecognised Customers using Email Channel

          • Gathering Interest
          relates to

          Suggestion - JSDCLOUD-1602 Auto reply to unregistered/unknown user emails with instructions for signing up for Service Desk

          • Gathering Interest
          mentioned in

          Page Loading...

          Activity

            People

              Unassigned Unassigned
              83fcf822c3fb Mark Allen
              Votes:
              15 Vote for this issue
              Watchers:
              10 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved: