Managing our spam filter

[Simon Smend von www.schummelrechnungen.de]

Every customer can email us a ticket to our support@ address which results in a ticket being created. BUT we have found that some emails have not created a ticket. Where can we administer our spam settings and ideally review mails that were considered spam?

Thank you

[Angélica Luz]

Hello Simon,

Thank you for reaching out to Atlassian Community!

When using a Service Management project, it's possible to access the incoming mail logs to check what emails created a ticket and the case if some email didn't create a ticket.

It's possible to access this information on Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen) and also on Cog icon > Products > Email requests.

On this page, you can click on "View log" for the desired address, and on the Processing log tab, it will show all the emails that successfully created a ticket and the ones that didn't and the reason.

There is no spam queue in Service Management, so on the logs, you can confirm why the ticket was not created. 

Feel free to share a screenshot with us in case you have any questions about the errors, just make sure to hide private information.

Regards,
Angélica