Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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: https://confluence.atlassian.com/servicedeskserver035/receiving-requests-by-email-894759477.html

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 support@sitename.atlassian.com

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

2 answers

0 votes
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? 

Thanks,
Emma

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: https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/ If you have any other questions about email requests.

Let me know if this helps!

Thanks,
Emma

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: https://support.atlassian.com/jira-service-desk-cloud/docs/manage-and-administer-next-gen-service-desk-projects/

Thanks,
Emma

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!

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

276 views 4 6
View question

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you