Occasional ticket not created with customer email

Riley Hosking_fx3tki

Hi,

I'm having a problem with very occasional external customers emailing in and a ticket not being created for them, causing us to miss things that are time sensitive.

1. The most recent case I've had is a customer being cc'd in to an email and a profile is not created for them.

2. Often tickets are not created when an email is forwarded.

These customers are not set up with user profiles within the organisation - we thought this would happen automatically with an email being sent in (which it does for 99% of cases).

Thanks in advance for any advice.

Riley

Alex Koxaras -Relational-

Hi @Riley Hosking and welcome to the community,

How have you set up your service management project? Is it open or restricted? What are the setting on "customer access" page? Is it on "Allow customers to create accounts"?