Receiving requests by email

If your customers prefer to raise requests from the comfort of their email inboxes, you can set up an email address to receive requests in your service desk. Emailed requests are added to your queues, so your team can focus on customers without worrying about missing requests or multiple inboxes.

Before you begin:

  • Make sure you're a Jira administrator and see Managing the email channel to learn more about global mail settings.
  • Enable public signup, or add customers to your service desk project to ensure that you receive new 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

If you encounter any issues during the email setup process, check out some common errors and resolutions.

Customer requests and comments are processed differently than Jira mail. Issues created via Jira email handlers don't show up as service desk customer requests. For this reason, we don't recommend using a Jira mail handler for service desk projects.

How your customers send requests by email

How receiving requests by email works:

  1. A customer emails a request to your service desk email address. The request becomes an issue in your service desk and is added to a queue.
  2. An agent comments on the issue.
  3. The customer receives an email notification that contains the agent's comment.
  4. The customer replies to the email notification and the reply displays as a comment on the issue in the service desk.

Add an email account

In Jira Service Desk Cloud, you'll see a pre-configured email address as well as an option to add a custom email address. You can use both this existing email address and a new linked email account. You can add one linked email account in addition to your service desk's default email address.

To add a new email:

  1. From your service desk project, select Project settings () > Email requests.
  2. Click Add a custom email address. We don't recommend using a Jira mail handler for service desk projects because issues created via Jira mail handlers don't show up as requests.
  3. Choose your email service provider and complete the requested details.
  4. Click Next.
  5. If your Gmail or Yahoo! account uses two-step verification, you'll need to set up an application-specific password.

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 clients.

Choose a request type for email requests

To use the email channel, you need to have at least one request type in your project with visible Summary and Description fields. Associating email requests with a suitable request type ensures that the emails are successfully filtered into your service desk queues.

To choose a request type:

  1. From your service desk project, select Project settings () > Email requests.
  2. Click Edit next to Cloud email address.
  3. Use the dropdown to select a Request type.
  4. Click Save to confirm your request type.

Verify your linked email account

Once you have chosen a suitable request type, Jira Service Desk sends a test email and creates a corresponding test request.

To verify your email:

  1. From your service desk, go to Queues.
  2. Verify that your linked email account works by finding the new request.

New messages sent to your linked email account appear as service desk requests in your project.

Set up permissions so customers can send email requests

Before you share your email address with your customers, check your customer permissions.

  • If anyone can email your service desk, then your email address is ready to be shared. People who email your service desk automatically become customers.
  • If customers have to be manually added to your project, make sure your team creates new customer accounts for them or their requests won't be processed.

How different types of emails are processed

Jira Service Desk processes different emails differently. See the option that applies to you:

Emails using POP

Jira Service Desk looks for messages in your inbox that have:

  • The Deleted flag set to false; and
  • Were received after your email account and service desk project were linked.

To link your email account with a service desk using POP, make sure that your email inbox is empty by moving the existing messages to another folder, archiving them, or deleting them. Starting with an empty inbox ensures that you do not lose emails unintentionally, as POP emails are deleted after they are processed by Jira Service Desk.

Emails using IMAP

Jira Service Desk looks for messages in your inbox that have:

  • The Deleted and Seen flags set to false; and
  • Were received after your email account and service desk project were linked.

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk. If you want existing messages to be pulled in by Jira Service Desk, you can move them back to your inbox and mark them as unread after the connection has been established.

Emails using the default cloud address

If you use the email account provided by Jira Service Desk, email messages are deleted once processed. You can modify this default email address at any time; however, messages sent to previous addresses will not be processed. This email account is tied to your service desk project and not accessible in other ways, so you don't need to log in anywhere to check messages.

Last modified on Mar 11, 2019

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