View email logs for your service project
The Email logs page is only available in company-managed projects.
The Email logs page is the single place to view all email activity for your service project — both outbound customer notifications and inbound email processing. Use it to quickly diagnose delivery issues, check whether a customer received a notification, or investigate why an emailed-in request wasn't created.
Navigate to Email logs
Go to your service project.
Expand the project pane in the left sidebar.
Select Email logs.
The Email logs page replaces the previous Customer notification logs entry point. If you previously bookmarked or navigated to Customer notification logs, use Email logs instead.
Customer notifications tab
The Invites tab shows outbound email activity — notifications sent from your service project to customers. Use this tab to check whether a notification was sent and why it may have failed.
Only failed notification logs are available. Logs for successfully delivered notifications are not stored.
Email log data is retained for 21 days.
Customer invitations
Select Customer invitations to view logs for invitation emails sent to customers when they're added to your service project.
Each row in the log shows:
Column | Description |
|---|---|
Date and time | When the invitation email was attempted. |
Recipient | The email address the invitation was sent to. |
Details | The reason the invitation failed, if applicable. |
Request notifications
Select Request notifications to view logs for notification emails triggered by request activity (for example, when a request is created, updated, or resolved).
Each row in the log shows:
Column | Description |
|---|---|
Date and time | When the notification email was attempted. |
Recipient | The email address the notification was sent to. |
Notification name | The name of the notification template that triggered the email (for example, "Request created" or "Comment added"). |
Work item key | The key of the request the notification relates to (for example, IT-42). |
Details | The reason the notification failed, if applicable. |
Unblock an email address
If a customer's email address has been blocked — for example, because of repeated bounces — you can unblock it directly from the log.
In the Customer notifications tab, find the failed notification row for the affected email address.
Select the row to view the failure details.
If the address is blocked, select Unblock email address.
Unblocking an address allows future notifications to be sent to it. It doesn't resend any previously failed notifications.
Incoming emails tab
The Incoming emails tab shows inbound email activity — emails sent to your service project's email address that are processed into requests. Use this tab to investigate why an emailed-in request wasn't created, or to check the health of your email channel connection.
Select an email channel
If your service project has more than one connected email address, use the channel selector dropdown at the top of the Incoming emails tab to switch between them. Each channel's logs are shown separately.
Processing log
Select Processing log to see how each incoming email was handled — whether it was successfully turned into a request, skipped, or failed.
You can filter the processing log by:
Email address (sender)
Subject line
Request key
Status
Date
Connectivity log
Select Connectivity log to see connection health events for your email channel — for example, authentication failures or connection drops.
Connectivity logs are only available for custom email channels. If your service project uses an on-demand (Atlassian-provided) email address, the Connectivity log sub-toggle is not shown.
Download a raw email message
Each row in the Processing log includes a download icon button. Select it to download the raw email message file, which contains the full Simple Mail Transfer Protocol (SMTP) headers and message body. This is useful for debugging delivery, parsing, or formatting issues.
The download icon replaces the previous three-dot actions menu. The underlying file and its contents are unchanged.
Common reasons for failed customer notifications
When a customer notification fails, the Details column in the Customer notifications tab shows one of the following reasons:
Reason | What it means |
|---|---|
Internal error | An unexpected error occurred while sending the notification. If this happens repeatedly for the same recipient or notification type, contact Atlassian Support. |
Email validation error | The recipient's email address is invalid or malformed. Check that the customer's email address is correct. |
Notification template too large | The notification email exceeded the maximum allowed size. This can happen if the request contains very large attachments or comments referenced in the template. Simplify the notification template or reduce the amount of content included. |
Email notifications limit reached | Your site has reached its email sending limit for the current period. Notifications will resume when the limit resets. [LINK NEEDED: link to email notifications limits article if available] |
Suppression list | The recipient's email address is on a suppression list, typically because of a previous hard bounce or spam complaint. Use the Unblock email address action if the address is valid and the customer wants to receive notifications. |
Private email address | The customer has set their email address to private in their Atlassian account settings. Notifications cannot be sent to private email addresses. |
Email service provider error | The recipient's email provider rejected the message. This could be due to spam filters, full mailboxes, or domain-level blocks. The customer should check with their email provider. |
Unknown error | The notification failed for an unidentified reason. If this persists, contact Atlassian Support with the affected notification details. |
Unsubscribed | The customer has unsubscribed from email notifications. They can re-subscribe through their notification preferences. [LINK NEEDED: link to managing notification preferences if available] |
Download raw email from Email channels
The raw email download is also available in the existing Email channels view. To access it from there:
Go to Project settings > Email > Email channels.
Find the channel you want to investigate and select View logs.
In the incoming email log, select the download icon on any row to download the raw email message.
The download icon is available in both the Incoming emails tab on the Email logs page and the Email channels incoming email log. Both locations download the same raw email file.
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