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  1. Jira Service Management Cloud
  2. JSDCLOUD-1892

Unrecognised Customers using Email Channel

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      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.

              Unassigned Unassigned
              83fcf822c3fb Mark Allen
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                Created:
                Updated:
                Resolved: