Learn how to succeed in your role as a service desk agent.
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.
Customer email requests become an issue in your service desk and are added to a queue.
Add a custom email address that you can send to customers to start using right away.
To verify your linked email, Jira Service Desk will send a test message and create a corresponding request.
Associating email requests with a request type ensures emails are successfully filtered into your service desk queues.
When customers send requests through email, they can share it with other people.
Check your customer permissions. before you share your email address with your customers.
Jira Service Desk uses a built-in processor to receive and process issue requests from emails.
Jira Service Desk processes different emails differently, depending on the email account (POP, IMAP, cloud address).
There are email settings for all service desk projects that you can change.
Check the connection between your service desk and your email account to troubleshoot email channel issues.
You can temporarily adjust the global email settings to troubleshoot your email channel.
Add your trusted domains to the allowlist so you'll always receive their messages in your queues.
If a domain name in your allowlist changes, you can easily update it.
If you no longer need a domain on the allowlist, you can delete it.
Learn how to disable all email requests to the email channel.
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