I've just been looking at the support ticket system after upgrading. It seems the following guide is out of date, as well as the description on the "service desk setting" page.

What I see are only the "Issue Creation Settings", and I am certain there used to be a way to set a "default/catch-all" project when a project wasn't enabled (i.e. support@domain went to a set default project, because some clients don't add the project name).

Any why does the support email get the original request from the client ("I need help"), and then the automated reply from OneDev ("Issue is created")?

https://medium.com/nerd-for-tech/work-with-onedev-service-desk-e56d62c27e57 https://docs.onedev.io/tutorials/issue/service-desk

The service desk feature enables user to create issues by sending emails to OneDev. Issues can be discussed over email completely, without the need of logging to OneDev.

System email address defined in mail setting should be used as recipient of such email, and project name may be appended to this address using to indicate where to create issues. For instance, if system email address is specified as [email protected], sending email to [email protected] will create issue in myproject. If project name is not appended, OneDev will look up the project using project designation information below

NOTE: Service desk only takes effect if mail service is defined and its check incoming email option is enabled. Also sub addressing needs to be enabled for the system email address. Check this tutorial for details