Adding a Microsoft 365 Shared Mailbox as a Email

[Matthew Macbeth]

Hi All,

We are currently setting up our Jira Service Management space, and we are wanting to setup a branded email address. I have setup a Shared Mailbox in Microsoft Exchange Admin center, and would like to know if there is any way I can connect it to Jira Service Management so we can send as that email, and users can send to that email as well? 

I've tried assigning the shared mailbox to a user, and signing into that user with Jira Service Management however the shared mailbox hasn't shown up. 

[Trudy Claspill]

Hello @Matthew Macbeth 

Welcome to the Atlassian community.

You can find guidance on setting up JSM to get emails from an external email account in this document:

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/

[Matthew Macbeth]

Thanks for that. As I've already stated, I have already followed those instructions to some extent. My question is about adding a Microsoft 365 Shared Mailbox, which is not a regular user account on the platform. 

Nevermind, you can sign in with the shared mailbox, and it'll work fine.

[Trudy Claspill]

I'm glad you found an answer.

My apologies for not understanding the significance of a "shared" mailbox 

As I continued to research the topic I found another Community post on the topic that I thought might make sense to you. 

https://community.atlassian.com/forums/Jira-Service-Management/Unable-to-configure-JSM-email-with-Microsoft-365-shared-mailbox/qaq-p/3176601

[Matthew Macbeth]

Thanks Trudy. I can send emails to the email address I've setup, however when I as the agent go to the ticket and click reply to customer and send an email, it comes up to the customer as (jira@ourbusinessname.atlassian.net) 

Is there something I haven't configured properly? 

And the guide makes sense, thank you. 

[Trudy Claspill]

In the screen image you have updated the Reply-to address. That doesn't update the Sender of the email.

Refer to this documentation for information about changing the Sender email address.

https://support.atlassian.com/jira-service-management-cloud/docs/send-notification-emails-from-your-own-domain-in-next-gen/

[Matthew Macbeth]

Thanks Trudy, trying to follow the guide you've attached however I don't see a Notification email tab. The other tabs under Notifications don't mention anything on changing the sender of the email. FYI, I am the space owner/admin.

[Trudy Claspill]

The document link I provided was for a Team-managed Service project.

If you are using a Company-managed Service project, then this is the relevant document:

https://support.atlassian.com/jira-service-management-cloud/docs/choose-how-customer-notifications-display-the-sender-name/

[Matthew Macbeth]

I'm not after changing the sender name, as mentioned. I'm attempting to change the domain email address. Currently it's sending as jira@ourbusinessname.atlassian.net , which I'd like it to send as itsupport@ourbusinessname.com.au . . . . .  The above guide mentions changing the Sender Name. . . 

[Trudy Claspill]

I apologize. Trying to look at docs on a mobile device results in copying/pasting the wrong links sometimes.

Here is the document for using a custom sender email for a Company-managed Service project.

https://support.atlassian.com/jira-service-management-cloud/docs/send-notifications-from-a-custom-domain-email-address/

This page talks about changing the setting under the Internal Notifications setting for the project, and then says it affects all notifications sent from the project. In the in app help that is accessed from the Internal Notifications page it says also that it is used as the Reply To address. 

There doesn't appear to be a separate setting to change the sender email just for Customer Notifications.

Note that I haven't tried this in my own environment to confirm that it does actually change the sender and reply-to emails for Customer Notifications.

[Matthew Macbeth]

Thanks Trudy! We are all human. No worries.

[Trudy Claspill]

Hello @Matthew Macbeth 

Did you find a solution to your requirement?