External customer emails failing to create ticket via linked support inbox

[Katelyn Berry]

I would like external emails from customers that are sent to our outlook support inbox (which is then linked to the Jira SD board) auto-create a ticket within the board. It works exactly as expected when an internal colleague sends an email to this support inbox, the ticket is auto-generated and then they receive emails from jira when status changes for this ticket or comments are added. When attempting to send a test email from my personal yahoo account though it did not generate a ticket automatically. When we checked the logs in Jira it indicated "failed" with the email I sent from my yahoo account. What do we have to change in terms of settings/configurations in order to allow customers to send emails to this support inbox which then successfully triggers the auto-generation of a jira ticket, which then subsequently also auto-triggers emails to be sent to this 'case reporter' (ie customer) upon status change and comment addition? 

[edwin vasquez]

Hello @Katelyn Berry ,

Have you checked your settings under Customer Permissions? You need to make sure that anyone can send requests. Let us know if this answers your question.

[edwin vasquez]

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