Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
Set up an email address to capture requests from customers in one place. Requests sent to your service project’s email address are automatically added to your queues, so your team can focus on customers without managing multiple places to work.
Here’s how sending requests by email works:
A customer emails a request to your service project’s email address.
The request is added to your queues as an issue.
An agent comments on the issue.
The customer receives an email notification with your agent's comment.
If the customer replies to the email notification, the reply displays as a comment on the request inside your project.
Learn how to set up request types in next-gen service projects.
Add request participants by email in next-gen projects
When customers send requests through email, they can share them with other people.
Add a custom email account in next-gen projects
Add a custom email address that you can send to customers to start using right away.
Add, edit, and delete domains from the allowlist
Add, edit, and remove your trusted domains to the allowlist to customize whose requests you'll always receive.
Add a custom shared email account in next-gen projects
Add a custom shared email address that you can send to customers to start using right away.
Add a shared inbox to a custom email account in next-gen
Add a custom shared email address that you can send to customers to start using right away.
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