Custom emails received sometimes

Question

We have connected our custom email to Jira Service Management, sometimes the emails sent are automatically turned into a task and sometimes they are not. This is a Microsoft email account. The email is linked to Freshdesk as well and the task are created correctly there. Any suggestions?

Brant Schroeder · Answer

@Maryam Sanatkaran can you accept the answer to help others?

Brant Schroeder · Answer

@Maryam Sanatkaran if an email is marked as read then it will not be pulled by Jira.  My guess is that fresh desk is pulling the email and marking as read.  Then when Jira goes to get emails it ignores it because it is read.