service email is cc'd on customer request, how can it get into our queue?

[Katie Oliver]

We have clients who will cc our service email, but these emails are not ending up in our queue. Is there a setting I can change so that it will? Or do we need to direct our clients to make sure all emails are directly sent to us? 

[Kian Stack Mumo Systems]

@Katie Oliver, 

Are these users customers? It works fine for me to CC the Service Desk email address as an email.

[Jehan Bhathena]

Hi @Katie Oliver ,

You might want to check the "Customer Permissions" for your current project:

If your settings restricts the creation of tickets via the mail ID, then the mails wont appear in your service desk.

Secondly, if the tickets appear in your JSM but not in your queue then you either need to refine your queue, or apply some automation too update tickets that come in via email to show up in your queue.