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I have linked our support email address to JSM via the mail handler, so that all customer requests sent to our general email will generate a ticket in Jira.
However, emails are deleted from our outlook immediately a ticket is created in Jira.
Is it possible to have our customer requests both in Outlook and in Jira.
Appreciate your help.
Hi @Labisi Biodun-Bello , I may be mistaken but any deletion of an email in Outlook would be governed by Outlook not Jira/Atlassian. Are you sure it is actually deleted? Did you see it in the Trash? Is it possible your inbox filter only shows unread? Possibly a rule is in place to move read emails out of the inbox: trash, another folder?
If the customer is in the same org and they are added as request participant they should receive emails according to the config in Customer Notifications under project settings.