• Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • 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.

      Hi there,

      We have disabled email requests on our Service Desk as we found customers would not raise tickets with all of the required information and this would lead to a bottleneck in the queue while we tried to get them to respond to us.

      This doesn't mean that customers will never send a new issue to project email address but unfortunately there is no response supplied if you disable the email requests feature. Our customers may believe that they have raised a ticket with us when in fact their email has gone nowhere. We are using 'noresponse@domain'. Although the address is self explanatory, we all know you cannot assume anything with customers!

      I contacted your Support who were very helpful but said I can only configure a bounceback if I turn on the requests but is not an option for us.

      Can we have a new feature to use a bounceback mail if you disable the requests please? 

      Example, 

      Thank you for contacting <CompanyName>, if you need Technical Support please visit <PortalURL> as this account is not monitored.

       

      Kind Regards,

      Aoife Duggan

            [JSDSERVER-5537] Email Requests: Configure a bounceback mail when disabled

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011065 ] New: JAC Suggestion Workflow 3 [ 3648481 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665675 ] New: JAC Suggestion Workflow [ 3011065 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-818 [ JSDSERVER-818 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2486628 ] New: Confluence Workflow - Public Facing v4 [ 2665675 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Aoife Duggan created issue -

              Unassigned Unassigned
              aoife.duggan Aoife Duggan
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