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  1. Jira Service Management Data Center
  2. JSDSERVER-1708

Provide ability to disable the welcome email to new customers


    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Atlassian status update as of 15th January 2018

      Hi all,

      Good news - The ability to disable welcome email is now available in Jira Service Desk version 3.10.
      To find out more about this fix, check out our release notes here.

      On behalf of the JSD team, I want to thank all of you for contributing to this ticket. Your patience and feedback have shaped this enhancement.


      Vidhu Sharma
      Product Manager - Jira Service Desk

      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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            f4cb44bb0fa1 Jon Burns
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