Jira Service Desk email process for POP, IMAP, and cloud addresses

 

Jira Service Desk processes different emails differently, depending on the email account (POP, IMAP, cloud address). See the option below that applies to you:

Emails using POP

Jira Service Desk looks for messages in your inbox that have:

  • The Deleted flag set to false; and

  • Were received after your email account and service desk project was linked.

To link your email account with a service desk using POP, make sure that your email inbox is empty by moving the existing messages to another folder, archiving them, or deleting them. Starting with an empty inbox ensures that you do not lose emails unintentionally, as POP emails are deleted after they are processed by Jira Service Desk.

Emails using IMAP

Jira Service Desk looks for messages in your inbox that have:

  • The Deleted and Seen flags set to false; and

  • Were received after your email account and service desk project was linked.

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk. If you want existing messages to be pulled in by Jira Service Desk, you can move them back to your inbox and mark them as unread after the connection has been established.

Emails using the default cloud address

If you use the email account provided by Jira Service Desk, email messages are deleted once processed. You can modify this default email address at any time; however, messages sent to previous addresses will not be processed. This email account is tied to your service desk project and not accessible in other ways, so you don't need to log in anywhere to check messages.

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