Receive requests from your existing email address

Your service desk comes with a default email address to receive email requests. However, your customers may already send requests to your existing email address. If this is the case, add your existing email address to your service desk project.

To add a custom email address:

  1. From your service desk project, select Project settings () > Email requests.

  2. Click Add a custom email address. We don't recommend using a Jira mail handler for service desk projects because issues created via Jira mail handlers don't show up as requests.

  3. Choose your email service provider and complete the requested details.

  4. Click Next.

If your Gmail account uses two-step verification, you'll need to set up an application-specific password.

If you use more than one email address to interact with your customers, set up forwarding rules or aliases to receive requests in the email linked to your service desk project. You will need to configure any forwarding rules or aliases in your email clients.

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