External Email returns User not found

[Morgan Scholes]

I have set a company email as an external email and the reply to email on a JSM. When I send an email to the external email I get:

The following recipient(s) cannot be reached:

552 Mail rejected by the processing module: User not found

When I remove the email I still get this message.

How do I add the external email so that customers can send an email and it will create an issue?

How do I remove the email and emails can still be received on the original hosting Domain?

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @Morgan Scholes 

Welcome to the community!

To add an external email to create incidents in JSM, please refer to Add a custom email account 

Best regards

Sam