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Harry Schilbach February 13, 2024

Hi - We have ticket notifications that go to the customer. Sometimes instead of hitting reply - the customer will fish out the email address and send to this. These email do not end up as new tickets - How can I configure this address?

I can't find it in the Project settings or the global settings.

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Walter Buggenhout
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February 13, 2024

Hi @Harry Schilbach,

To create tickets from emails, you would need to set up the email channel to your JSM project. You can find the configuration in project settings > Email requests. In addition, you also need a request type in your project specifically to receive emails:

  • Add a request type with the summary, description and attachment fields on it;
  • In project settings > email requests click the ... button near the top right of the screen and select configure email request types to select that request type

That should make sure you can receive requests from email. In addition, you can connect an existing email address of your own (1) to pull in emails from. For more details on how to set that up, click the learn how to connect a custom email account link on that same email requests page.

Hope this helps! 

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