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Adding external e-mail for helpdesk tickets Edited

What am I missing - I'm following this guide and do not see where I can add an external e-mail address:

I've added G-Suite to my environment, I'll search for Email Requests and there is no area to add an external e-mail. The only email there is the

What am I doing wrong? I've enabled all pre-reqs prior but am on the free version.

2 answers

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Emma Young Atlassian Team Oct 22, 2019

Hi Patrick,

Would we be able to get a screenshot of what you're seeing on the Email Requests page? 


Sorry for the delay - sent a screen shot of what I see when I follow the step to:

Open your service desk project and go to Project settings > Email requests. Select Add an email address. Easy enough. Choose your email service provider and enter the requested details before selecting Next

Emma Young Atlassian Team Oct 30, 2019

To get to the Project Settings > Email Requests page you'll have to follow the links I've highlighted below:

Screenshot 2019-10-31 at 10.49.34 am.pngScreenshot 2019-10-31 at 10.49.48 am.png

Then you should see a page like this:

Screenshot 2019-10-31 at 10.53.29 am.png

We also have JSD Cloud-specific docs here: If you have any other questions about email requests.

Let me know if this helps!


These are my options - email requests is not an option.

Emma Young Atlassian Team Nov 03, 2019

Hi Patrick,

So sorry for all of the back and forth! Looks like you are using a next-gen project.

The email requests page should be available via Project settings > Channels > Email. 

For future reference, we have our docs for next-gen service desk projects here:


I found a workaround by auto-forwarding in GSuite any support e-mail the Atlassian branded e-mail address but would love to know what I'm doing wrong!

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