How to create ticket from any email sender (customer)

Question

I have imap collection at jira system level collecting email, emails from unknown users are ignored. Senders who are sd users are processed ok.

I can add unknown users to service desk and don’t want hundreds of external people consuming so licences just to send and email for ticket creation

the create user option on the mail handler, creates a user but still doesn’t process the email to a ticket.

is there any way to configure email to be allowed to the sd project for ticket creation from any source email address?

Creating the customer in the project didn’t work as it sends and invite and most oft the emails received are from automatic alerting systems , I am trying ton injest emails into tickets.

Angélica Luz · Answer

Jira Service Desk works better with its own mail handler. The inbound mail account is for Jira Core and Software projects. It can be used for SD, but it's not recommended.

I understand that you want to receive emails from unknown sources, but for them to do not count as a license, they need to be customers.
Also, with the SD mail handler, we can check the logs to find out why an email is not processed, for example.
If you let your project open to customers create their own accounts, the unknown sources will be able to create tickets via email.
On the documentation below you can check how to troubleshoot SD mail handler if tickets are not created:
- How to troubleshoot issues with the email channel

paul sexstone · Answer

adding an emal address to service desk "customers" does not allow processing of email from the mail to a ticket

paul sexstone · Answer

I am using an inbound mail account, configured mail handler in Jira to pass the email to the service desk project

unknown sources can send the service desk through the handler an email but emails sent to the mail box cause an invitation to be started and subsequent emails from the same source are still not processed into tickets.

I do not wish to create, reset and logon to each new users account just to be able to receive a ticket, I just want the email to be accepted and processed as a ticket.