How do customers send requests by email?
Customers can send messages to your service project email address, which become requests.
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Receive requests from an email address
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 Jira Service Management processes email requests
Jira Service Management uses a built-in processor to receive and process requests from emails.
Receive requests from multiple email addresses in your project
Read how you can receive requests from multiple email addresses in a single service project.
What are customer permission settings for email requests?
Check your customer permissions before you share your email address with your customers.
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.
Test your custom email channel connection
Learn how to test the connection between Jira Service Management and your custom email account.
Change how you process emails in global mail settings
You can temporarily adjust the global email settings to troubleshoot your email channel.
Manage your allowlist
Add trusted domains to your allowlist so that their messages are always received.
About email logs in Jira Service Management
Learn about email processing and connectivity logs in Jira Service Management.
Add request participants through email
When customers send requests through email, they can share it with other people.
Allow external emails to be added as comments on work items
Allow emails with a valid work item key to be added as a comment to the work item.
Choose suitable request type for connected email accounts
Select a suitable request type for your connected email accounts to easily filter requests in the required queues.
Create new accounts through email
Site admins can define how new accounts are created via To or CC fields in emails.
Disable all email requests to the email channel
Learn how to disable all email requests to the email channel.
Hide email signatures from the work item view and portals
Hide email signatures so they don’t appear in the description or comments of a work item.
Manage DMARC authentication for incoming emails
Learn how to enable or disable DMARC authentication for incoming emails.
Manage your blocklist
Add domains and email addresses to your blocklist to prevent their messages from being received.
Switch your Microsoft and Google email accounts to OAuth
Learn how to switch your Google or Microsoft email accounts from Basic Authentication to Open Authorization (OAuth).
View the email processing and connectivity logs
Find out how to view the incoming email processing and connectivity logs for any potential problems.
Manage reply-to address for your service project
Read how to manage reply-to address for a service project.
Receive email notifications for failed email requests
Find out more about how project admins receive notifications when email requests fail. You can also find information on how to manage these notifications.
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