We have configured Service Desk with Create New User:true and with an Incoming email handler for our support mailbox. Once a user has created an account and sends an email to support mailbox the Issue is not automatically created in JIRA Service Desk. However, once a support tech replies to the email sent by the customer who has a JIRA account an Issue is then created in Service Desk. Is this correct?
Does a customer who has set up a JIRA account have to log in and submit a ticket using JIRA or should the email to the support mailbox configured by the handler automatically create the ticket?
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