Usage and admin help
Change how emails are processed across service desk projects
After you set up your email channel, you can change how emails are read, view logs, or check the email connection for any email channel on the site. Changes here impact how emails are processed for all service desks on the site.
You must be a Jira administrator to change your settings for the email channel.
To change email channel settings:
Go to ( or ) > Jira settings > Products.
Under Jira Service Desk, select Email requests.
Change the following settings as needed:
Strip quotes — choose whether emailed comments contain the entire email thread, or just the most recent reply.
HTML email parsing — choose whether HTML emails display in wiki markup or plain text.
Email addresses — view the status and logs of your email channels, or delete a channel.
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