Shared inbox O365 pulling my mail instead of its own

[Kenny Rijnbeek]

So I added our support emailbox, which is a shared inbox, to JSM next-gen according to their description: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-shared-inbox-to-a-custom-email-account-in-next-gen/

Authentication was successfull - so:

Email = support@

User = me

Pw = my password

But now the emails it wants to create tickets for are from my inbox, not the shared support mailbox. It doesn't read anything from the shared mailbox. 

Why is this an option if it doesn't work? Or did I add it incorrectly?

[Kenny Rijnbeek · Accepted solution]

Official response from support - for Google searchers - 03-2021 community article still suggests it is possible but it isn't, article should be removed.

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We've double-checked this with the development team responsible for the email channel and the response we got is that shared mailboxes are not supported by JSM. I understand you've configured the email in your project based on an official documentation at https://support.atlassian.com but that article shouldn't be out there as the mail channel was not designed to work with a shared inbox.

We apologize for that and I will ask for that documentation to be removed so other customers don't have the same issue.

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[Angélica Luz]

Hello @Kenny Rijnbeek,

Thank you for reaching out to Atlassian Community!

I saw that you upgraded your plan from Free to Standard and created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Kind regards,
Angélica