Sometimes no support ticket created from customer via our support email

[Michael Woong]

I noticed sometime JIRA did not create ticket but have received support email from customers. Any reason?

[Jack Brickey]

The first step to assessing what might be going on is to look at the email logs. Go to project settings > email requests and click on view logs. Look for any failures associated with the issues that are not getting created. A good example is when an email comes from an address that is not associated with an existing customer.