I'm not receiving emails from new customers

I have checked and re-checked every setting I can think of to make sure people can send in emails and log tickets without being logged in or having an account. THe way most people start a ticket is through an email, and if they are not already a customer, I am not receiving anything. How do I receive email tickets from users who have not signed up for an account yet?

1 answer

Hi Bentany;

for JSD server : project setting-->Customer permissions-->select "Anyone can email the service desk or raise a request in the portal"

for JSD cloud: project setting-->Customer permissions-->select "Anyone with an account on.... " and change two of global setting as "yes"

details: "https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html" 



Thanks, I had both of those. I finally figured it out. I had components set as a required field, but no way to set the value on an incoming ticket from email. The defaults set on the customer request type for the portal do not get applied to tickets through email, so they were failing. 

I had to make it optional and create an automation rule to set the components.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

411 views 1 1
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you