How do I receive requests at our custom email address?

zigojacko

We've connected a custom email address to our account but how do we get customers that email our company support email address (that we've connected) requests to come through that (and when we reply, they also come from our email address).

I've tried to find documentation on this but nothing seems to actually cover that bit that I could find.

If I email our xxx.atlassian.net account directly then the request is received but we want every email that comes in to our own email address to create a request in Jira Service Management.

I am assuming I need to set up a forwarder from our own email address to our xxx.atlassian.net one but wanted to double check that this would allow us to send/receive emails correctly with our own email address.

zigojacko

Eventually got this working thanks to partner assistance via Twitter and Atlassian support...

If it's of any use to others:-

All our email is routed via Google Workspace (Gmail's servers) and for our support mailbox, we have a forwarder in place from Google to our current ticket helpdesk provider but the forwarder marks emails as read at the same time as forwarding so as this was removing the 'Unread' status they were never coming through to JSM.

It was simple enough to change the read status on the forwarder and now we have the emails to this address being created as requests so we can continue testing our Jira without it affecting our current workflow set up with our current provider.