Jira Service Desk - Email issues (delay & default )

[Andre M]

Hi,

We just started playing around in JSD (cloud) and I noticed the following:

- I setup a custom email (help@company.com) in our O365 and connected it to JSD.

- I confirmed our domain (company.com) via DNS TXT record.

- Emails sent to that address (help@company.com) create a ticket in the JSD queue fairly quick.

- When I reply to the customer from within JSD it sometimes takes between 30min to 1hr for an email to arrive in the recipient's mailbox. Sometimes it does not arrive at all.

- The email originates from the JSD default email address mycompany@jira.atlassian.net although I have a custom email address added and our domain verified.

Anyone knows how to fix this?

Thanks

[Andre M · Accepted solution]

Answering my own question:

It looks like it's currently not possible to change the outgoing email address from the default JSD email address for the cloud version.