If you have mapped an external email address (e.g. a support address) to Service Desk so that emails sent to that address are converted directly into Service Desk tickets (see Setting up Email Retrieval from External Server, you need to set up a ticket queue for that particular email mapping so that the emails can be routed to the correct queue when they enter the system.
- Go to Settings - Tickets - Queues.
Click to open an existing queue (or click New to create a new one - see Setting up Ticket Queues. The queue page is displayed.
- In the Incoming Email Mapping field enter the email address of the account you want to retrieve emails from e.g. firstname.lastname@example.org.
- Click Save to save your changes.
Once opened, the page lists all currently configured queues.
Emails sent to the mapped email address, on entering the system will now be placed in this Ticket Queue.