I am unable to add a custom email account for my service desk

MANOHAR KAMALAPURKAR January 27, 2020

Hi There.

I am unable to Connect a custom email account. The link to Gmail , Microsoft doesn't work. When i click it, nothing happens. Please help

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Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 28, 2020

Hello MANOHAR,

Welcome to Atlassian Community!

This issue usually happens when we migrate from one instance to another. Not sure if that’s was your case, but to fix this we need to disable and enable the email requests.

Please, go to Project settings > Email requests > > Disable all email requests > Turn off and then it will show “Turn on email support”, so click on this button to enable it again.

Note that, disabling the email requests on a project won't affect other Jira Service Desk projects.

Also, there is a bug related to this as well where only people added to the group "Administrators" are able to add the custom email. 

If disabling and enabling the email channel doesn't work, you need to talk to your site administrator for them to add the group to your profile.

Please, give it a try and let us know how it goes.

Regards,
Angélica

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