Create request from CC to service desk

[Christopher Lenz]

I am having some issues with some of our customers not wanting to put our service desk email in the To box instead they always put it in the CC and we are unable to see the tickets.

is there a way that the system can pull the CC emails as well as To?

[Angélica Luz · Accepted solution]

Hi Christopher,

Welcome to Atlassian Community!
The CC field is used to add participants on tickets, so Jira won't recognize if we add the service desk email address to the CC.
Also, it's not recommended to add the SD email to CC field, because if a customer adds the email to TO and CC this email will be added as a participant and it will receive customer notification which will create a lot of failures in the logs since it's the same email that creates tickets.

Regards,
Angélica

[Christopher Lenz]

Thanks for the help, I will try to get them to use the TO and not the CC...

Is there any way to filter the service desk email from the CC and create a ticket from that (if it has not been made already)?

[Angélica Luz]

Hi Christopher,

You can check the email logs to find out what email failed to create.

Please, go to Jira Administration > Applications > Jira Service Desk > Email requests > View status and logs.

• Managing the email channel

Regards,
Angélica