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Sometimes no support ticket created from customer via our support email

I noticed sometime JIRA did not create ticket but have received support email from customers. Any reason?

1 answer

1 vote
Jack Brickey Community Leader Nov 11, 2021

The first step to assessing what might be going on is to look at the email logs. Go to project settings > email requests and click on view logs. Look for any failures associated with the issues that are not getting created. A good example is when an email comes from an address that is not associated with an existing customer.

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