How can customers email Jira service desk without submitting it via the customer portal?

[sam]

It would be nice if our customers could email our Jira service desk (and it then create a ticket and notify us like normal) without them having to go via the portal and filling out the fields.

I have tested sending an email to our jira SD externally via different mail clients and each time I get a bounce back email from bounce@atlassian.net saying "this message could not be delivered". 

Has anybody achieved this at all? Or do external/new customers HAVE to go via the customer portal? 

[Petter Gonçalves · Accepted solution]

Hello Sam,

Welcome to Atlassian Community!

Yes, you can configure your Service Desk project to receive tickets through e-mail. These would be the steps:

1 - Set a valid e-mail address to your Service Desk project, by navigating to Project Settings > Email Requests > Enable e-mail requests.

This will be the address you should send e-mails to properly create tickets

2 - Make sure the user which is sending the e-mail is added to your site in the customer section or if you have allowed any user to create new tickets under project settings > Customer permissions.

You can check this documentation to have more details on how you can configure your Service Desk to receive tickets through e-mail:

- Receive requests from an email address

Let me know if this information helps.

[sam]

Hi Petter, 

This was already enabled, however we were still receiving a bounce back email. Strangely it seems to have resolved itself now. Thanks for responding!

[Petter Gonçalves]

You are welcome, Sam!

Have a nice weekend. :)