Adding external e-mail for helpdesk tickets

[Patrick Stiff]

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.

[Patrick Stiff]

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!

[Emma Young]

Hi Patrick,

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

Thanks,
Emma

[Patrick Stiff]

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. 

[Patrick Stiff]

[Emma Young]

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

Then you should see a page like this:

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

[Patrick Stiff]

[Patrick Stiff]

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

[Emma Young]

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