Emails are automatically deleted from outlook

[Labisi Biodun-Bello]

Hello,

I have linked our support email address to JSM via the mail handler, so that all customer requests sent to our general email will generate a ticket in Jira.

However, emails are deleted from our outlook immediately a ticket is created in Jira.

Is it possible to have our customer requests both in Outlook and in Jira.

Appreciate your help.

[Jack Brickey]

Hi @Labisi Biodun-Bello , I may be mistaken but any deletion of an email in Outlook would be governed by Outlook not Jira/Atlassian. Are you sure it is actually deleted? Did you see it in the Trash? Is it possible your inbox filter only shows unread? Possibly a rule is in place to move read emails out of the inbox: trash, another folder?

[Labisi Biodun-Bello]

Thank you for your response.

Yes. These emails cannot found anywhere in outlook and there are no filters.

I had to delete our support email from the mail handler to keep our emails in outlook for now.

[Labisi Biodun-Bello]

Second question:

Email participants added to an organization and as a participant within a ticket do not receive an email when I "reply to customers".

Is there a way to rectify this?

[Jack Brickey]

If the customer is in the same org and they are added as request participant they should receive emails according to the config in Customer Notifications under project settings.