Problem Definition

Service Desk does not remove INBOX label once the email is read and processed in GMAIL. The Email Request is configured to use IMAPS.

The same configuration used for JIRA Mail Handler will have the email removed its INBOX label once the email is read and processed.

Suggested Solution

Have the behavior consistent between JIRA Mail handler and Service Desk Mail request by applying the same change on Service Desk too.

Why this is important

This allows users to identify emails that are sent to the Inbox and easily determine if its read and processed or not.

Workaround

Have a filter configured in GMAIL to update label after the email is being read.