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

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

My service desk has stopped sending as my email

Literally yesterday my service desk was sending emails as support@[mydomain]

Today, everything has gone back to the default jira@[servicedeskurl]

What's going on? I can't even edit the outgoing mail server - It's either on/off but no way to edit it.

2 answers

0 votes

Hello Jonh,

Thank you for reaching out to Atlassian Community!

The outgoing email for Jira Service Desk works differently from the outgoing for other Jira projects because the configuration is directly in the project.

The page that you mentioned that has only the option to enable and disable in for Jira in general, so for Service Desk, if you are using a Classic project, you can go to Project settings > Notifications.

On that page, you will be able to change the notification email and add an email from a domain you own.

You can find more details on the documentation below:

If you have any other questions regarding this matter, please let us know.


So what's different from yesterday?

It literally was working yesterday and now today it's gone.

My domains are verified as well

We can’t tell for sure what happened because this information is not saved on the audit log, so it’s not possible to check who changed the email.

Did you change the email address again? Is it working normally?

If you face any issue, please let us know.

Nothing has been changed. Monday it was sending emails as my domain email as I could tell it which email to use. As of Tuesday, it's just a blank screen with no option to change the default outbound email.

It had caused me hours of headache tickets because when someone responded to an update, it created a new ticket every time instead of updating the existing one.

We have managed to get around this by being able to manually create an IMAP to our Office 365 account, but the function used to just work by signing into O365.

Would be nice if we had some advance warning next time Atlassian decide to pull the plug on a major function.

Suggest an answer

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

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

52 views 0 0
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