Tichet not created after email sent to helpdesk

Question

Hello,

I have  a weird issue, when a customer send email to helpdesk@domain.atlassian.net no tichet is created automatically. If I send an email the ticket gets created.

The same customer allready opened a tichet by email some time ago, so it worked.

What settings should I verify?

Thanks,

Alexandru Mihuleac · Answer

Hi,

This user is allready a member of the helpdesk project.

I can't see anything diffrent from another customer/user wich doesn't have this problem.

I may miss some settings tho, I'm new to Jira :)

Thanks,

Fazila Ashraf · Answer

Hi @Alexandru Mihuleac

Could you validate the customer permissions section?

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-customer-permission-settings-for-email-requests/