Customers Responding to [email removed]

Question

Hello there,

A few customers of ours have been emailing jira@xxxx.atlassian.net, thinking they are emailing our main inbox. Obviously, this is not the case. Is there a way we can rectify this so that these emails come into our main inbox and do not get lost in the ether? Thank you!

Kimberly Green

Susan Waldrip · Answer

And I just re-read your response to @Joseph Chung Yin 's post, the jira@<your domain.atlassian.net>is used by Atlassian to send some of the JSM emails. It's not intended to be used by people to send email directly to JSM, but that address is visible in the headings of some emails they will receive from JSM. For example, automation:

As you can see, any email sent via automation will show the jira@ email address; it may be that your folks are seeing this and trying to send email to it OR are replying to such an email. Again, that would be a training/communications issue.

Susan Waldrip · Answer

@Kimberly Green , do you allow your customers to email directly to the project? If so, they shouldn't be emailing jira@... . The common practice is to set up an email for each project if you want to allow them to email the project to automatically create a ticket (as an alternative to completing a Request in the Customer Portal).

Would you please clarify if your "main mailbox" is just for emails (e.g., Outlook, Gmail, etc.) and if you want them to be able to email your JSM to auto-create a ticket. That will help inform our answers to you, thanks!

Kimberly Green_vsdsuq · Answer

Hi,

Yes, I also cannot see where this email address is linked to another project in Jira. I've checked all our Service Management projects and none have this email address associated with it.

I appreciate any help that is offered. I'm still not as good as I'd like to be when it comes to Jira.