Failed to setup support email address in JIRA Service Desk


I just activated the trial version  of JIRA Service Desk in my JIRA cloud site. Unfortunately when I setup my email for JIRA Service Desk, I encountered this error message:

Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "Lookup failed u5mb40668364ioe" Check out our troubleshooting docs for help resolving the issue.


I'm using an email address setup in my G Suite (Google Admin), and it's a group email, not user email.


Am I doing something wrong or did I missed up any important steps?


Thank you.

Best regards,


1 answer

We are trying to do the same thing now and were able to get mail working initially by switching from using Gmail option to the Imap option when setting up the custom email. The problem we're having now is google is rejecting the "login" form JIRA becacuse it is a "less secure app".  We're trying to figure out how to get this to work without compromising the security of our entire g-suite. 

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

241 views 0 11
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot