I am not seeing tickets created for new customer emails

[Project X]

I am using Atlassian Service Desk on Cloud. Today , to test, I sent test email from four different accounts to our support email id. Only one of them ended up becoming a support ticket that I could see in the servicedesk. All other emails just went into some darkhole. I never saw the tickets corresponding to them. Can you please help?

[Trudy Claspill]

Hello Rajeev,

You may find information in the email handler log.

A JIRA system admin can access that information from JIRA Settings > Products. In the resultant page in the navigation pane is a section titled JIRA Service Desk and under that is a link for Email Requests.

On that Email Requests page will be a list of the service desk projects and the email accounts they monitor. There is a log for each monitored account for each service desk.

If you click the View Log link that will pop up a screen that includes a tab labeled Processing Log. That is where you'll find information about what has happened with emails that JIRA attempted to process.

Ticket creation is also affected by permissions. Do the three accounts for which tickets were not created actually have permission to create tickets? Are those emails recognized as belonging to customers of that service desk?