why all the customers email requests are going in the service requests section?

[Ankit Jaiswal]

I want that the email requests send by the customer in jira to go to the corresponding section. Any incident requests email should go to the incident section. But every email requests is getting added in the queue only. Any help?

[Brant Schroeder · Accepted solution]

@Ankit Jaiswal Welcome to the Atlassian Community

You will need to identify the emails in some way to send them to the correct section.  This is why using the customer portal is recommended.  You can collect the information you need upfront and properly route the request.  If it comes through email you can use automations to route it but you need something in the email (Address or Summary) to do so.