Help! Tickets are not coming in to our Jira Service Desk.

[Adam Ward]

Hi. Out of nowhere, tickets have just stopped coming into our Jira Service Desk. A customer said they emailed a ticket and I did as well...nothing. 

What setting do I need to check to get this fixed?

Any help would be GREATLY appreciated!

Thanks.

[Ivan Lima · Accepted solution]

Hi @Adam Ward, we will need more details to assist you here. Is your service project using an Atlassian default email channel or a custom email channel? If it's a custom, you can check it by testing your connection. You can also look at View the email processing and connectivity logs to check if your connection is active and why your emails are not being processed as expected.