Some of the customer requests we receive in our support email do not automatically create tasks.

[Pinar Özbaltan]

Some of the customer requests we receive in our support email do not automatically create tasks. We expect emails sent to our designated support email address to automatically create tasks (tickets) on the relevant JIRA Service Management board. While this setup generally works, some emails are not being created as tickets automatically.

[Trudy Claspill]

Hello @Pinar Özbaltan 

Welcome to the Atlassian community.

For the affected Space go to Space Settings > Channels & Self Service > Email. There you will find a list of the email address(es) through which emails may be received to create items in that Space. Click the View Logs link for each one and review the logs for entries related to the emails for which no item was created. You may find some information there to help you diagnose the problem.

If you do find information there and need help understanding it, post it here and we will help.