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  1. Jira Service Management Data Center
  2. JSDSERVER-5537

Email Requests: Configure a bounceback mail when disabled

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    • 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

          Form Name

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

            Charlie Marriott added a comment -
            Atlassian Update – 15 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 15 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

              Unassigned Unassigned
              aoife.duggan Aoife Duggan
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