Error when trying enable email tracking

[Karol]

Hello, when im trying to turn on email support for track and automatically turn customer emails into issues in your queue i get below error:

Error: Unexpected token < in JSON at position 0

What can be wrong configure?

[Angélica Luz]

Hello Karol,

Thank you for reaching out to Atlassian Community!

Checking some similar cases related to the same error message, the issue is related to the request type having required fields that should be optional.

When using the email channel, only the fields Summary and Description can be required, all other fields must be optional.

This error appears when you try to add a custom email address, is that correct?

If so, when trying to link the custom email to Service Desk, Jira can't find any request type suitable for this custom email.

Please, go to Project settings > Request types and make sure that there are more than one Request types with only Summary and Description as required and all others optional.

Then, try to add the custom email again and let us know how it goes.

Regards,
Angélica