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Use an existing email address to receive requests

Your service project comes with a pre-configured cloud email address that you can send to customers to start using right away. You can also add one custom email address to link to an existing account (for example, the email address your team uses for incoming requests).

You must be a Jira site admin to add a custom email account. Learn more about managing project roles.

Depending on how your organisation is configured, you may require consent from your Microsoft or Google admin.

To add a custom email account:

  1. From your service project, select Project settings , and then Email requests.

  2. Choose your email service provider and follow the prompts to link your account.

If you change your Google or Microsoft account password after you connect your email account, your connection to Jira Service Management will be lost, and you’ll need to reconnect.

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 project. You’ll need to configure any forwarding rules or aliases in your email clients.

Adding a custom email account to your service project won’t change the email address you use for notifications. Learn more about using custom email addresses for notifications.

If your organization admin changes your help center’s domain, it won’t automatically change the inbound email address of your project.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Additional Help