Question about Email Requests

Question

With email requests, a default mail address comes with the project created. We can use this e-mail address for people to email and such.

We can also use a custom email account and connect it to MS.

What is the difference between using the default email account and using a custom email account? Is there a difference if we were to just have an e-mail account people sent mail to, which forwards the mail to the default mail account?

Augusto Pasqualotto · Answer

Hello @Brandon Ellsworth

Welcome to the Atlassian Community!

There's no difference in using the default JSM mail handler or a custom mailbox connected to the project, as both will create tickets the same way.

However, it does make a difference if you simply forward emails from your mailbox to the default handler, though!

Due to some security changes that affect how we verify incoming emails, forwarding emails could cause Jira to not process them. You can read more on those changes at this Blog post:

* https://community.atlassian.com/t5/Jira-discussions/Additional-SPF-validation-being-added-to-incoming-mail-in-Jira/m-p/1432137

If you'd prefer that your customers use an email address from your domain to create new tickets, we'd advise you to actually connect a mailbox to your project!

You can check our documentation on setting up the mail handler at this link:

* https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/

Tansu Akdeniz · Answer

Hi @Brandon Ellsworth

You can not fully customize the e-mail address that Jira provides.

For ex: ...@...atlassian.net

If you want give a own company account, you should define custom mail by following some verification steps.