Why some client send support ticket and not create in JIRA service desk?

[Michael Woong]

Occasionally, some clients sending our support email and did not create in JIRA queue.

Is that any reason.

Regards,

Michael

[Alex Koxaras · Accepted solution]

Hi @Michael Woong 

You have to see if the client that send out an email to your SD is a customer in your service desk. If he isn't then no ticket will be created.

Hope that helps!