Please implement this urgently.

A client can't just be ignored. They should receive a notification stating their request was not processed and explaining they should contact the admins to get access to the Service Desk before being able to send requests via e-mail.

It's been 8 years. You know you can do better

Thanks!

Hi All,

Tracking this case in the other ticket (JSDCLOUD -2517). Please check that ticket for updates.

Cheers,
Jason

We can't allow just anybody to signup for the service desk, we only want to allow our verified customers access to our KB/Confluence articles.  We can't do that.

Alternatively, add a mechanism so that user accounts must be approved before the user is allowed to submit a ticket.

Silently ignored support emails is the nightmare of every supporter with a paid support contract ... and for the custumer too. This issue is about to become the single no-go for using Jira Helpdesk in our company.

The only known alternative - as long as SDCLOUD-2939 is not solved - is to have an anonymously accessible helpdesk and knowledge base too, just to ensure anonymous email requests are processed as well. I explained in the mentioned issue why this is not always acceptable.

Please implement this. It is a poor user experience to neglect informing the sender that the email has not been processed

please implement this
A user should always know whether his email was processed correctly. I can only imagine the number of users waiting for Godot

We have one service desk engineer monitoring the mailbox each day in case a user of one of our customers sends us a request from an unknown mail address.
We don't want public sign on turned on either, but we do want to let these type of users know that no request was created for them.

There are a couple of scenarios where an email sent to the service desk are ignored, I have been discussing a copule of them in JSD-1699. So I think this issue should handle all scenarios where an email is dropped and in that case a reply message should be sent back to the user informing that the ticket could not be created...

Some scenarios where this could happen:

• An email is forwarded to another user which replys to the servicedesk.
• Another usecase was when we transfered a ticket from the original reporter (which is in fact another servicedesk-system) to the original user which had the problem. (i.e. we removed the servicedesk-system user and added another user). However due to some miscommunitication the servicedesk-system user sent another mail asking us the status of the ticket (by replying on the confirmation mail received before). But since we had removed that user from the ticket, the user was not auhtorized, and the mail was lost.
• I guess also if you, by mistake or luck, type the same id as an existing ticket, that mail request would also be dropped.

Agreed. It would be great if we could at least send an auto-reply that tells our external inquirers how else to get a request to us, instead of silently discarding it. Ideally we should be able to customize those replies.

Ah, I just found the Mail audit log in the admin section. Not processed mails are at least listed there.