I have setup a custom email address for support tickets

[Stephen Thompson]

It says it's connected fine, but when I email my support email to test, it doesn't create a ticket. It's only if I email the default email address setup in jira, that the support ticket gets generated. What am I doing wrong?

[Angélica Luz]

Hello Stephen,

Welcome to Atlassian Community!

When using the Jira Service Desk mail handler, it's possible to see the mail logs to identify why some messages don't generate tickets or comments.

Please, go to Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen) and click on "View logs".

On the Processing log tab, it's possible to see the emails that Jira processed and it shows if some failed and the reason why it failed.

Please, check the logs let us know if it shows any error.

Regards,
Angélica

[Stephen Thompson]

This is a screenshot of the log. It appears as though everything is connected. Not sure what's wrong. I can use the generic email, which does work, but I want my clients to use my support email address as they know it. Any other suggestions?

[Angélica Luz]

Thank you for the screenshot, Stephen.

There were issues with the connection, but it connected after one minute. If it shows it with more frequency then we will have to better investigate what is causing this.

Can you check the "Processing log" tab? That's the one that shows the error regarding the messages received by Jira.