Receive requests from an email address
You can set up a service desk email address, so you can capture requests from customers who email your team with a question, incident report, or anything else in a single place.
Requests that are sent to your service desk’s email address are automatically added to your queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes.
How do customers send requests by email?
Customer email requests become an issue in your service desk and are added to a queue.
Add a custom email account
Add a custom email address that you can send to customers to start using right away.
Verify your linked email account
To verify your linked email, Jira Service Desk will send a test message and create a corresponding request.
Choose a request type for email requests
Associating email requests with a request type ensures emails are successfully filtered into your service desk queues.
Add request participants through email
When customers send requests through email, they can share it with other people.
What are the customer permission settings for email requests?
Check your customer permissions. before you share your email address with your customers.
How does Jira Service Desk process email requests?
Jira Service Desk uses a built-in processor to receive and process issue requests from emails.
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).
Change email channel settings for multiple service desk projects
There are email settings for all service desk projects that you can change.
Check your connection to troubleshoot email channel issues
Check the connection between your service desk and your email account to troubleshoot email channel issues.
Adjust the global email settings to troubleshoot email channel issues
You can temporarily adjust the global email settings to troubleshoot your email channel.
How are domains added to the allowlist?
Add your trusted domains to the allowlist so you'll always receive their messages in your queues.
Edit domains on the allowlist
If a domain name in your allowlist changes, you can easily update it.
Delete a domain from the allowlist
If you no longer need a domain on the allowlist, you can delete it.
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