To use the email channel, you need to have at least one request type in your project with visible Summary and Description fields. Associating email requests with a suitable request type ensures that the emails are successfully filtered into your service desk queues.
To choose a request type:
From your service desk project, select Project settings () > Email requests.
Next to the Cloud email address, click Edit.
Use the dropdown to select a Request type.
Click Save to confirm your request type.
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