Use an existing email address to receive requests

Your service project comes with a pre-configured Atlassian cloud email address that you can send to customers to start using right away. Any emails sent to this address will become issues in your service project.

You can configure your email channel to receive requests from email addresses other than the pre-configured email address. You can select whether to create a new Atlassian email address or add an existing external email address to receive requests from your customers.

Create a new Atlassian email address for receiving requests

To create a new Atlassian email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Create Atlassian email.

3. Enter the email address of your choice. If you enter the value of the prefix as support, then your email address will be support@companyname.atlassian.net.

4. Select a suitable request type for the new Atlassian email address that you’re creating. Any requests created from this email address will be automatically assigned the selected request type.

5. Select Create.

The new email address will be added to the list of connected email accounts.

Add an external email address for receiving requests

To add an external email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Add external email.

   1. If you select Google as your email service provider, select Continue with Google and complete the authentication in the new tab.

   2. If you select Microsoft as your email service provider, select Continue with Microsoft and complete the authentication in the new tab.

   3. If you select Other as your email service provider, select Continue with Other. Enter details of your external email address and select Add.

3. If you’ve connected a Google or Microsoft email account, you can update the request type after the authentication is successful.

The new email address will be added to the list of connected email accounts.

View connected email accounts

To view connected email accounts for your service project:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. For each connected email account, you can view:

   • Email address: The complete email address

   • Request type: The request type assigned to an email address

   • Incoming logs: Detailed incoming email logs for an email address.

   • Last email received: When the last email was received from an email address

Edit or delete an Atlassian email address

To edit a connected Atlassian email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Edit under Actions.

3. Edit the email address or update the request type.

4. Select Save.

To delete a connected Atlassian email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Delete and confirm your action.

This will delete your email address and you’ll no longer receive requests from this email address in your service project.

Edit or remove an external email address

To edit a connected external email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Edit under Actions.

3. Update the request type.

4. Select Save.

To remove a connected external email address:

1. From your service project, select Project settings, then Channels & self service, then Email.

2. Select Remove and confirm your action.

This will remove your email address and you’ll no longer receive requests from this email address in your service project.

Choose a suitable request type for an email address

When a customer sends an email to a connected email address, a request is created and the request type linked to the email account is automatically assigned to the request.

It's important to choose a request type suitable for the email channel to ensure that all your email requests are created successfully. When connecting an email address, ensure that the request type you choose has only Summary and Description as the required fields. If additional required fields are added to a request type linked to an email address, requests will not be created from customer emails sent to that particular email address. Find out how to add or remove fields from a request type.