Using a custom email address for new requests to our service desk

Question

Hi,

We have our service desk set-up with both the .atlassian email address (cloud) and our own custom email address to request support.

However no emails sent to the custom email address reach the support desk, only one's sent to the cloud email address.

From reading the guidance I can confirm:

Customer permissions:

Who can access the portal and send requests to CQNet Support?

Anyone can send a request without logging in

Global settings:

* Can customers create their own accounts? = Yes

* Can customers access the help center without logging in? = Yes

In addition our custom email address is managed via Gmail and I have set gmail forwarding from the custom email direct to the cloud email, this has been verified (the support desk received the verification email address) but again the emails subsequently don't get through.

Any ideas would be appreciated as this is driving me nuts.

Thanks

Bryce

Bryce Allcorn · Answer

Thanks Jack, yes, gmail I'm afraid - I did spend some time looking before I asked but couldn't see anything that solved my particular issue but I'll go back and read/review.  Thanks very much for your assistance, much appreciated.

Bryce

Jack Brickey · Answer

ah ok so you are using Gmail. I'm assuming you have never had this working w/ the gmail account right? I don't use gmail so my help would just be based upon researching the community and docs. I would recommend you look at some of the thread in the community where others have had issues w/ gmail resolved. there are some in the "Related content" to the right on this page, here is one - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Unable-to-connect-to-Gmail-Google-Apps-for-custom-email-address/qaq-p/757449

and expand that by searching the community for service desk gmail issues. Maybe this article will help - https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Bryce Allcorn · Answer

Jack, I changed the cloud one to another action (couldn't disable it) and then retested - the email went to the gmail inbox as normal but not to the Service Desk.

Thanks

Bryce