Responses from customers via email automatically placed into JIRA ticket

[Venny Duong]

When jira@xxxxxxxx.com (email we have setup for service desk) is in the cc'd part of an email, most of the times it takes about 20-35 minutes for the email to be placed automatically into the Jira ticket if the Jira ticket number is in the header of the email. Sometimes this function does not work, any input as to why?

[Gaston Valente]

Hi!

Are you using cloud or server version?

Here's an article to troubleshoot the problem:

https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-incoming-mail-790960076.html