Receive requests from an email address

Customers can send messages to your service project email address, which become requests.

Add a custom email address that you can send to customers to start using right away.

Associating email requests with a request type ensures emails are successfully filtered into your service project 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 Management uses a built-in processor to receive and process issue requests from emails.

Jira Service Management processes different emails differently, depending on the email account (POP, IMAP, cloud address).

There are email settings for all service projects that you can change.

Learn how to test the connection between Jira Service Management and your custom email account.

You can temporarily adjust the global email settings to troubleshoot your email channel.

Add trusted domains to your allowlist so that their messages are always received.

Learn about email processing and connectivity logs in Jira Service Management.

Allow emails with a valid issue key to be added as a comment to the issue.

Site admins can define how new accounts are created via To or CC fields in emails.

Learn how to disable all email requests to the email channel.

Hide email signatures so they don’t appear in the description or comments of an issue.

Learn how to enable or disable DMARC authentication for incoming emails.

Add domains and email addresses to your blocklist to prevent their messages from being received.

Learn how to switch your Google or Microsoft email accounts from Basic Authentication to Open Authorization (OAuth).

Learn how to view the incoming email processing and connectivity logs for any potential problems.