Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
You can set up a service project 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 project’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 project 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 Management 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 project queues.
Add request participants through email
When customers send requests through email, they can share it with other people.
What are customer permission settings for email requests?
Check your customer permissions before you share your email address with your customers.
How does Jira Service Management process email requests?
Jira Service Management uses a built-in processor to receive and process issue requests from emails.
Email process for POP, IMAP, cloud, and other email types
Jira Service Management processes different emails differently, depending on the email account (POP, IMAP, cloud address).
Change how emails are processed across service projects
There are email settings for all service projects that you can change.
Check your email channel connection or processing logs
Check the connection or review email processing logs to troubleshoot email channel issues.
Change how you process emails in global mail settings
You can temporarily adjust the global email settings to troubleshoot your email channel.
Add domains 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.
Disable all email requests to the email channel
Learn how to disable all email requests to the email channel.
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