When I connect a custom email account, will that mailbox continue to receive emails?

[Ryan Bell]

We currently use an O365 mailbox as our helpdesk, so a couple people have access to that mailbox in their Outlook. When I connect that custom email address to my Service Desk project, what will happen to the emails that get sent to that address? Will they continue to show up in that mailbox or will they only go to the Service Desk as tickets?

We don't want to add our custom email address if it's going to only generate tickets on the the Service Desk and not in our mailbox. We want our users to primarily email their tickets to that address, rather than go through the user portal. However, for organization, it would be easier to have the Service Desk to help manage and keep track of the tickets on our end. 

[Pramodh M · Accepted solution]

Hi @Ryan Bell 

Welcome to the Community!!

Once you connect the Mail, the new emails going forward once processed will be marked as read. It will not disappear. It's going to process each and every ticket in the mailbox, so the recommended way to add the email in JSM would be to create a separate support email and then use that email to create tickets.

Let me know if you have any queries

Thanks

[Ryan Bell]

Hi @Pramodh M 

Thank you for the welcome and for your answer! I just want to make sure I fully understand. Once we connect our helpdesk email address, any email sent to it will generate a ticket in the Service Desk but it will also send that email to the inbox of our helpdesk email as well?

Thank you again.

[Pramodh M]

@Ryan Bell 

Yes Correct 💯 it will remain in the mailbox

The processing of mail (ticket creation) is based on the email read by Jira Processor.

Once it is processed the mail's will show as read but will remain in the server