My customers' tickets do not enter

[Jessica Suarez]

What can I do to improve the configuration of my jira management? Today the requests are not being generated as tickets, they only arrive in the email but not in my dashboard.

[Trudy Claspill · Accepted solution]

Hello @Jessica Suarez 

Welcome to the Atlassian community.

Can you confirm for us the type of project with which you are working?

Can you confirm for us the type of project with which you are working? Go to the Projects menu and select View all projects. Find your project in the list and tell us what it says in the Type column for your project.

If you are working with a Service Management project, have you reviewed all the documentation concerning setting up the project to accept emails, and the information on how to enable customers to create requests through emails?

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

[Jessica Suarez]

Thank you very much for your response and support, the project is assistance management type, I am going to review the documentation that you recommend.
happy day!

[Joseph Chung Yin · Accepted solution]

@Jessica Suarez -

Welcome to the community.  I agreed with what @Trudy Claspill suggested.  It is important to know what project type of your project are you referring to.

To supplement her statement, here is another reference link that you can review on setting mail handler to use email for issue creation in the Cloud env -

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.