Where do non customer emails go on JSD Next-Gen?

[Harry Bob]

hello,

Where do non customer emails sent to JSD go? I see that they don't receive a notificaiton.

Is there a away to notify them that its not received?

[Angélica Luz]

Hello Harry,

Thank you for reaching out to Atlassian Community!

When a customer that doesn't have an account sends an email to a closed Service Desk project, it will show in the logs that the person doesn't have access and the ticket is not created.

If you are using the standard email to receive requests (the one created automatically by Jira) since it's not possible to access the inbox, it will only show that fails. You can access the information by clicking on "View logs" on Project settings > Channels > Email.

Currently, no notifications are sent to the project admin or the customer to inform that the email failed to create a ticket. 

There are feature requests suggesting the implementation of this ability:

• Notification for when an email is failed to processed or rejected for Service Desk project
• Get notifications on incoming emails that fail to create a ticket
• JSD should send reply or notification when mail handler cannot create or update issue

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica