Set up email

Each customer experience includes a default email address for customers to contact your support team. You can change this address or add up to 10 email addresses per customer experience. Emails are sent to the space that’s linked to the customer experience and converted into work items for your team. You can change where these work items are created by changing the space on the default form. Read more about forms.

Create a new email address

To create a new email address:

1. In your customer experience, select Channels, then Email from the sidebar.

2. Select Create Atlassian email.

3. Follow the prompts to set up your new email address.

4. Once created, the new address will appear in your list of connected email accounts.

Connect an existing external email address

To use an email address you already own:

1. In your customer experience, select Channels, then Email from the sidebar.

2. Select Add external email.

3. Follow the instructions to connect your external email account.

4. Once connected, your external address will appear in your list of connected email accounts.

Choose which address sends notification emails

By default, customers get notification emails from your site's default Jira address. You can send them from your support address instead, so replies and updates come from the address customers already use to contact you.

To change the address notifications are sent from:

1. In your customer experience, select Channels, then Email from the sidebar.

2. Under Outbound emails, find Notification email address.

3. Choose one of these options:

   • Use default address: notifications are sent from your site's default address. To change this address, select Change address.

   • Use reply-to address: notifications are sent from the same address customers reply to.

Your choice is saved straight away.

Which address is used when you choose the reply-to address

• Requests raised by email: notifications are sent from the support email address the customer originally emailed.

• Requests raised through other channels: notifications are sent from your Default reply-to address. You can change your default under Inbound emails, in Reply-to email address.

If your customer experience has more than one connected email address, customers may get notifications from different addresses depending on how they raised their request.

Using an address on your own domain

If the reply-to address uses your own domain (for example, support@yourcompany.com), an organization admin must add and verify that domain at admin.atlassian.com before notifications can be sent from it. This lets Atlassian send email on behalf of your domain without the email being rejected or marked as spam.

Addresses on your Atlassian site domain (for example, support@yoursite.atlassian.net) don't need any extra setup.

Note: If the reply-to address is on a domain that hasn't been set up at admin.atlassian.com, notifications are still sent, but from your site's default address. This also applies to connected addresses from public email providers such as Gmail or Outlook, because those domains can't be verified.

Read more about configuring Jira Cloud to send emails on behalf of your domain.

Sender name

The name customers see is set separately, in Sender name under Outbound emails. Changing the notification email address doesn't change the sender name.

Email process for POP, IMAP, cloud, and other email types

Emails in Customer Service Management work similarly to how they work in Jira Service Management. Find out how we handle POP, IMAP, cloud, and other email types.

Enable AI responses for an email address

You can enable or disable the AI Agent for each email address connected to your customer experience. This lets you control which incoming email addresses trigger AI-assisted responses.

Enable or disable the AI agent for an email address

To enable or disable the AI agent for a specific email address:

1. In your customer experience, select Channels, then Email from the sidebar.

2. Toggle the AI agent on or off for the email address you want to configure.

When enabled for an address, the AI Agent will respond to work items created from emails sent to that address. When disabled, the AI Agent will not engage with those requests.

How AI agent responds to email requests

Once a customer sends an email to an AI-enabled address, here's what happens:

1. The email is received and a work item is created in your queue. There may be a short delay before the work item appears.

2. The AI agent searches your configured knowledge base and generates a response.

3. The AI agent posts a reply on the work item, which is sent back to the customer as an email and the status is updated to Waiting for Customer. The reply may include links to relevant knowledge base articles.

4. If the AI agent can't confidently answer, for example, if the request is urgent or complex, it posts an internal note instead and the status is updated to In Progress for your team to handle.

In both cases, the AI agent does not assign the work item to a specific team member. Your team picks it up from the queue.

To learn more about the AI Agent and what it can do, see Support customers with an AI-powered customer service agent.