E-Mails from non customers are missing

[HollaDieWaldfee]

Hello,

I have a few projects in Jira Service Desk, so each customer has one Project. In the Project i have an organization and there i have all the users from this customer with they company e-mail address. Only registered users can open an ticket.

Yesterday one customer had problems with they exchange server so he tried to write me an email from his private e-mail account.

This mail is missing.

Where can i find emails from not registered users?

[Angélica Luz]

Hello @HollaDieWaldfee,

Thank you for reaching out to Atlassian Community!

When using Jira Service Desk, it's possible to check the email logs to see which emails created tickets and others that were rejected.

Go to Jir administration > Applications > Email requests.

On this page, you can click to view the logs for the desired email channel and then, you will be able to see the email address and the summary of the message that the customer sent.

If the email channel was set using IMAP, then to find the affected email you just need to check the inbox on the mail client to find the emails that this customer sent, since the emails are just marked as read. 

If it was set using POP, then check the Trash, because after Jira processes the email, the message is deleted.

For more details about the mail channel, please check the documentation below:

• Receiving requests by email
• Managing the email channel

Regards,
Angélica