Receiving requests by email
Before you start
- Make sure you have the Administer Projects permission.
- Enable public signup or manually add customers to your service desk project to ensure that you receive new customer requests.
- Set up a suitable request type with Summary and Description as required visible fields. Any other fields must be optional.
- Know which emails from your mail client will be processed.
Adding an email account
Open your service desk project and proceed to Project administration > Email settings. Turn on email requests by selecting the Turn it on button. Easy enough.Select Add email account. Choose your email service provider and enter the requested details before selecting Next.
If you have two-step verification enabled for your Gmail account, you will need to set up an application-specific password.
Choosing a request type
When a customer emails your service desk, a corresponding request will be created with the following two fields:
- Summary (from the email subject line)
- Description (from the email content)
In order to use the email channel, you therefore need to have at least one request type in your project with the Summary and Description fields – we call these types of requests "suitable for emails". Associating email requests with a suitable service desk request type ensures that the emails are successfully filtered into your service desk queues. In this example, we have one suitable request type ("Get help"):
Select a suitable request type for your email channel and select Done.
Verifying your linked email account
Once you have chosen a suitable request type, Jira Service Desk will send a test email and create a corresponding test request in your service desk project. Head on over to the Queues tab to find the new request:
New messages sent to your linked email account will now appear as service desk requests in your project. For more information about what emails are processed by Jira Service Desk, expand the option that applies to you:
Emails using POP
Emails using IMAP
Preparing customers for email greatness
Before sharing your linked email account with your customers, you will want to confirm whether you have an open or restricted service desk. New customer email requests can bounce if you have a restricted service desk, and that's no fun. Expand the statement that applies to you below to make sure your customers are ready to use your new email channel:
Email usage notes
Note that you can only link one email account to your service desk project.If you use more than one email address to interact with your customers, you might be able to set up forwarding rules or aliases to receive requests in the email linked to your service desk project. You will need to configure any forwarding rules or aliases in your email client.
- If you are a Jira Administrator, you can refer to Managing the email channel to learn more about global mail settings.
- If you encountered any issues during the email setup process, check out some common errors and resolutions here.