Using a custom email address for new requests to our service desk

[Bryce Allcorn]

Hi,

We have our service desk set-up with both the .atlassian email address (cloud) and our own custom email address to request support.  

However no emails sent to the custom email address reach the support desk, only one's sent to the cloud email address.

From reading the guidance I can confirm:

Customer permissions:

Who can access the portal and send requests to CQNet Support?

Anyone can send a request without logging in

 Global settings:

• Can customers create their own accounts? = Yes

• Can customers access the help center without logging in? = Yes

In addition our custom email address is managed via Gmail and I have set gmail forwarding from the custom email direct to the cloud email, this has been verified (the support desk received the verification email address) but again the emails subsequently don't get through.

Any ideas would be appreciated as this is driving me nuts.

Thanks

Bryce

[Jack Brickey]

Are you sure you have a Request Type associated with the custom email? Can you edit that email and send screenshot?

[Bryce Allcorn]

Hi, 

Thanks Jack for replying, see the badly hidden screen grab below.  I think we have this right but would be so pleased if it was as simple as that!

[Jack Brickey]

i haven't tested using the same request type for both emails. As a quick test, could you disable the Cloud email address and see if the Custom then works?

[Bryce Allcorn]

Jack, I changed the cloud one to another action (couldn't disable it) and then retested - the email went to the gmail inbox as normal but not to the Service Desk.

Thanks

Bryce

[Jack Brickey]

ah ok so you are using Gmail. I'm assuming you have never had this working w/ the gmail account right? I don't use gmail so my help would just be based upon researching the community and docs. I would recommend you look at some of the thread in the community where others have had issues w/ gmail resolved. there are some in the "Related content" to the right on this page, here is one - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Unable-to-connect-to-Gmail-Google-Apps-for-custom-email-address/qaq-p/757449

and expand that by searching the community for service desk gmail issues. Maybe this article will help - https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

[Bryce Allcorn]

Thanks Jack, yes, gmail I'm afraid - I did spend some time looking before I asked but couldn't see anything that solved my particular issue but I'll go back and read/review.  Thanks very much for your assistance, much appreciated.

Bryce