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Adding a Microsoft 365 Shared Mailbox as a Email

Matthew Macbeth_a2jzyw

Hi All,

We are currently setting up our Jira Service Management space, and we are wanting to setup a branded email address. I have setup a Shared Mailbox in Microsoft Exchange Admin center, and would like to know if there is any way I can connect it to Jira Service Management so we can send as that email, and users can send to that email as well?

I've tried assigning the shared mailbox to a user, and signing into that user with Jira Service Management however the shared mailbox hasn't shown up.

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Trudy P Claspill

Hello @Matthew Macbeth

Welcome to the Atlassian community.

You can find guidance on setting up JSM to get emails from an external email account in this document:

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/

Matthew Macbeth_a2jzyw

Thanks for that. As I've already stated, I have already followed those instructions to some extent. My question is about adding a Microsoft 365 Shared Mailbox, which is not a regular user account on the platform.

Nevermind, you can sign in with the shared mailbox, and it'll work fine.

Trudy P Claspill

I'm glad you found an answer.

My apologies for not understanding the significance of a "shared" mailbox

As I continued to research the topic I found another Community post on the topic that I thought might make sense to you.

https://community.atlassian.com/forums/Jira-Service-Management/Unable-to-configure-JSM-email-with-Microsoft-365-shared-mailbox/qaq-p/3176601

Matthew Macbeth_a2jzyw

Thanks Trudy. I can send emails to the email address I've setup, however when I as the agent go to the ticket and click reply to customer and send an email, it comes up to the customer as (jira@ourbusinessname.atlassian.net)

Is there something I haven't configured properly?

And the guide makes sense, thank you.

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