How do we generate automatic (support)tickets when we write to an support-mail adress?

[Adam Czepiel]

eg.: As an customer i have a request. So i apply my request to the support-mail. How can i generate an automatic (support)ticket out of that mail? 

And the next question is: we want that jira automaticly confirm the sender if we answer his request. how can we do that? The problem is that he is a non jira-user. We thougt that a plugin like "automate" would solve this problem. If so, how can i configure this?

I am a newbie to jira so help me please

[Jack Brickey]

You need to create an incoming email channel. Please see this document for the details. Note: the link is to cloud version however you can easily navigate to a server version in the top right hand corner of the doc.

[Adam Czepiel]

I still dont get it. If i send an email to the support mail adress, i dont get the view for jira and respectivly i cant open it in jira. How can i figure that out?