A customer emailed the notification address (jira@org.atlassian.net), but no ticket was created.

A client had noted down the jira@org.atlassian.net email from one of the notification messages that was sent out, thinking that this was our support email address.  However when attempting to contact us through it, no ticket was created when they did so.  As far as I can tell, their has simply been lost.

Are we able to control the behaviour of emails that come in to the jira@... address, so that tickets will be created, or at least have the client notified that they should use the proper one?

I have attempted changing the notifications address under Project Settings > Summary, but this only resulted in emails failing to be delivered.

Thanks very much.

1 answer

1 accepted

Hi Nathan,


Email address is defined in the Email requests section under project settings.

It has to be an email address you have access to (you know username and login), 


For outgoing emails, you can change the email address that sends the notifications, it's under System settings -> Mail -> Outgoing Mail

Thanks Daniel, that looks like what I'm after, we'll do some testing with the 'reply to' address setting and how that looks to the customers.

Cheers, Nathan

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

793 views 5 7
Read article

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