We are currently trialing Jira Service Desk and would like all emails send from Jira Service Desk to be from our own domain. We have successfully completed: * creating an organisation * verifying our domain ownership * adding the relevant spf and domain key records When I click "Outgoing email" option, it shows as enabled but I do not have any options to select the configured email domain - see below: What are we missing to ensure all emails sent to customers are from our domain and not the default atlassian domain?

Hi Paul, Thank you for reaching out to Atlassian Community! The outgoing email in Service Desk is different. After all the steps you made, it’s necessary to change the email directly in the project. Please, go to Project settings > Notifications > Click on next to the email > Add the new address > Update. Note that, this is possible only if you are using a classic service desk project. If you are using a next-gen one, currently, the option to add an outgoing email is not available: * Outgoing email address configuration Regards, Angélica

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Outgoing mail from own domain

Paul Maddocks_j602f6

We are currently trialing Jira Service Desk and would like all emails send from Jira Service Desk to be from our own domain.

We have successfully completed:

creating an organisation
verifying our domain ownership
adding the relevant spf and domain key records

When I click "Outgoing email" option, it shows as enabled but I do not have any options to select the configured email domain - see below:

What are we missing to ensure all emails sent to customers are from our domain and not the default atlassian domain?

Accepted answers

Angélica Luz

Hi Paul,

Thank you for reaching out to Atlassian Community!

The outgoing email in Service Desk is different. After all the steps you made, it’s necessary to change the email directly in the project.

Please, go to Project settings > Notifications > Click on Screenshot 2019-10-01_10-03-13-211.png next to the email > Add the new address > Update.

Screenshot 2019-10-01_15-39-35-477.png

Note that, this is possible only if you are using a classic service desk project.

If you are using a next-gen one, currently, the option to add an outgoing email is not available:

Outgoing email address configuration

Regards,
Angélica

All comments

Angélica Luz

Hi Paul,

Thank you for reaching out to Atlassian Community!

The outgoing email in Service Desk is different. After all the steps you made, it’s necessary to change the email directly in the project.

Please, go to Project settings > Notifications > Click on Screenshot 2019-10-01_10-03-13-211.png next to the email > Add the new address > Update.

Screenshot 2019-10-01_15-39-35-477.png

Note that, this is possible only if you are using a classic service desk project.

If you are using a next-gen one, currently, the option to add an outgoing email is not available:

Outgoing email address configuration

Regards,
Angélica

Paul Maddocks_j602f6

Hi Angélica,

thanks for the guidance. Unfortunately, I am not seeing what you can on your screenshot.

It seems my options are: Project Settings > Customer Notifications

I've attached what I can see:

thanks,

Paul

Angélica Luz

Thank you for the screenshot!

This project that you are using is a next-gen one, and that option is only available for classic projects.

Next-gen is a simple project, so many features were still not implemented.

If you need to use a custom email, you need to use a classic service desk project.

Paul Maddocks_j602f6

Hi,

thanks.

I will create a classic project instead and delete "next-gen" as its not quite next-gen just yet

Marius Pana

The documentation in this regard is absolutely horrible. Sorry for the strong language but we've lost 1 day of work trying to find this and we only just barely stumbled across this post.

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