Email Requests in JSM – Routing a Single Mailbox to Multiple Service Projects

[Phuong Do]

Hi everyone,

I’m looking for advice on the best-practice approach for routing email requests in Jira Service Management (Cloud).

Context

We are a service provider supporting multiple external customers. Currently, we plan to use JSM Email Requests together with custom email domains (for both email requests and customer notifications)

Our Target Setup

• Jira Service Management (Cloud)

• Email Requests feature

• Custom email domain configured (send emails on behalf of our domain)

• Customers are unlicensed users

• Requests created via email

Our Question

For operational simplicity, we would like to use one generic support mailbox (e.g. support@company.com) for both customers.

In this case, we would like to understand:

• If the same external email address is connected to Email Requests in multiple JSM projects, how does Jira decide which project the ticket is created in?

• Is there a way in JSM configuration or automation rules to route incoming requests to different projects?

• Or is the recommended approach to perform email routing on the email platform side (e.g., Outlook / Microsoft 365), such as forwarding or alias-based routing, before the email reaches Jira?

We want to ensure that requests from each customer are consistently created in the correct project while keeping the setup as simple and supportable as possible.

Any guidance or recommended architecture for this use case would be greatly appreciated.

Kind regards