Occasional ticket not created with customer email

[Riley Hosking]

Hi,

I'm having a problem with very occasional external customers emailing in and a ticket not being created for them, causing us to miss things that are time sensitive.

1. The most recent case I've had is a customer being cc'd in to an email and a profile is not created for them.

2. Often tickets are not created when an email is forwarded.

These customers are not set up with user profiles within the organisation - we thought this would happen automatically with an email being sent in (which it does for 99% of cases).

Thanks in advance for any advice.

Riley

[Alex Koxaras -Relational- · Accepted solution]

Hi @Riley Hosking and welcome to the community,

How have you set up your service management project? Is it open or restricted? What are the setting on "customer access" page? Is it on "Allow customers to create accounts"? 

[Riley Hosking]

Hi @Alex Koxaras -Relational- ,

I've now spoken to support and they confirmed it was the issue found here.

Thanks for taking the time to respond.