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Can i use an Office 365 shared mailbox as the mail account of Jira Support Desk?


Would like to know if it is at all possible to configure a shared mailbox from Office 365, as the primary mail account for Jira Support Desk. 

The shared mailbox  do not have sign in password. 

Would appreciate your assistance. 



2 answers

1 accepted

0 votes
Answer accepted
Jack Community Leader Nov 15, 2019

I have not attempted this but unsure how this would work and have my doubts that it would. Even if it did I would be wary of it. Why do you wish to use a shared mailbox vs. a dedicated mailbox?

Jack Community Leader Nov 18, 2019

where are you setting up the email exactly? JSD email request handler is done under - project > project settings > email requests. Assume this is where you are doing this?

Yes, project settings > email request. We have converted to a standard email account and it is now setup.


Jack, my appologies for delay in answering. We have been using this shared mail box for support emails and would like to continue using if possible. 

I am using "Other" email type to add custom email, the this: ask

  • SharedInbox@email
  • Myname@email
  • password for myname
  • Protocol: SECURE_POP
  • Host:
  • Port: 995

Authentication successful. But no tickets gets created for  new items send to sharedinbox@email.

When I look at the custom added  email account under the Service Desk email request, the log is empty, even after specifying allowed domains and new emails. 

Any ideas?



Hi all,

i'm also having the same issue as wimpie_huyser.

Shared Office 365 mailbox connects succesfully, jira send the mailbox a succesful connection email, but on the reverse, no tickets are created in Jira when emails are sent to this mailbox

Where you able to resolve this?


Hi Petey_Pete,


I was unable to resolve. 

I created a dedicated mail account instead, which resolved my issues. 

Good luck, hope you get sorted asap.


Cheers Wimpie_Huyser, 

Yes, same resolution, created dedicated mail account instead of shared account.

Also noted IMAP protocol is more stable than using POP protocol for this purpose.



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