Hello Team,
I have admin access in both JSM and Freshservice, using the same account for both systems. When I send an email to my project email ID (e.g., project_name@domain.atlassian.net), a ticket is successfully created. However, when I use the forwarding option in a Freshservice ticket and enter my project email ID in the "To" field, I receive an error with the message "Reject" and details stating "Auto Reply Mail." This happens because the email is being sent from Freshservice's ITSM tool email address (e.g., domain_name@Freshservice.com).
Additionally, when one of my team members, who doesn't have a Jira account, sends an email from Outlook to my project email ID, they receive an error with the message "Failed" and details saying, "Sorry, self-signup is disabled for this help center. You need to be invited first."
The goal is that we provide customer support through Freshservice, but our third-party vendor uses JSM. Whenever we need to collaborate with the vendor or raise an issue, we want to forward the Freshservice ticket to their project email, so a ticket gets raised in their JSM account, allowing us to transfer comments.
Could anyone please assist in resolving this issue?
Many thanks!
