Incoming e-mail filtering in JIRA


is there a way to filter incoming e-mail to different projects? A client of ours has one e-mail address for various clients and he'd appreciate an option to automatically having incoming e-mails from different clients filtered into projects or epics. I am asking if this is possible through 1 e-mail, if he would need to have several e-mail addresses or if this isn't possible at all; and if it is possible, can it be done in Core or Service desk? Or through which add-on?


6 answers


In my opinion it is easier to set-up discrete Mail Handlers i.e. have a dedicated and unique email address for each project.

This can be done in JIRA Core:

Note: JIRA Service Desk has it's own Email Handlers:

Good luck!


Hi Kamil,

JIRA give you the option to specify the folder name that the mail handler will use; therefore, in your email address you can create as many folder as you need and some rules to place the emails in the correct folder.

image2016-3-17 10:2:47.png




I believe this is not possible in JIRA with a single email address without any addons.

JIRA mail handlers will listen on a single address and will create issues in the project configured for them.

What you can do is to have email address aliases. Aliases are created for a real email account. Your client could have a dedicated email alias.

Having aliases, you can add multiple mail handlers listening on the same email account but configured with different Catch Email Address. Catch Email Address specifies the address the mail handlers check when selecting the emails to process.

There are a few addons that can work on a single email address and still route issues to different projects depending on the sender's email address or domain.

  • Email This Issue supports this definitely, here are some details in the documentation. THis addon is server only yet
  • JEMH is another addon that supports this, but I do not know it too much, it is available on premise and in the cloud as well.



I would recommend JEMH. It's very flexible and will give you lots of options. It's not exactly super easy to configure, but you would have more options.

  1. You could configure your solution so that emails sent by sender A creates Epics, and email sent from Client B's address creates bugs
  2. You could Have different email distribution lists and give each client a different one ( JEMH can perform different actions depending on the email address that was used to send the email ticket, even if all emails end up in the same actual JIRA mailbox. 

Thanks guys, you have been a great help.

hey guys,

Sorry to revive an old thread, but wanted to confirm while this works great in JIRA, Service Desk email handling has regressed so there is NO way to do this with Service Desk projects? JIRA Mail Handlers will not work with service desk projects it appears and the new/built-in handlers for Service desk have NO features/options (not even per folder) - is this correct?

Does anyone know of any addons/otherwise that could resolve this? Either using mail aliases (ie the catch-all route on JIRA core) or even just having service desk pull from a specific FOLDER and I can sort into folders at the email account level. This is a concern with exchange online as we need to pay per-mailbox and it's a waste to have to create multiple full-user licenses just for each service desk. Any ideas? Thanks

I have the exact problem, we need to be able to configure the catch email address. Otherwise this can get expensive if you have multiple projects in a hosted email provider (like Google Apps)

We too have this issue; If I am following this correctly there is filtering functionality in the cloud version of JIRA Service Desk but not on the Server?  I would expect the opposite.

We use Service Desk in conjunction with JETI (Email This Issue) for incoming mail. Works great. JEMH has got a gazillion more features but is really tricky to get right. JETI does what we need so we stick to that.



Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Statuspage

Introducing Statuspage Getting Started guides! First up: What is Statuspage?

Over the next several weeks we'll be sharing some of our Getting Started guides here in the community. Throughout this series of posts, we'd love to hear from customers and non-customers ab...

21 views 2 1
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you