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Email Channel Edited

I am new to Service Desk. I have it setup right now so that when users send request via email it gets converted and creates a ticket. This is working, however when ever I open the ticket from the web and comment on the ticket the email does not get delivered to the requester inbox. 

Please advice on how to get this setup.  

3 answers


Automated user-specific emails to strengthen customer communications.

Hello @Donny Forbes,

I assume you have to configure your SMTP server in Jira (

As the Jira Service Desk mail channel is only inbound and not outbound.

Kind Regards,

Hi Tim thanks for getting back to me. I did exactly what this link says to do, however when I go to the Settings -> Mail -> Outgoing Mail all I see is this 


Jira Email Config.JPGThere is no option to configure SMTP for outgoing. I do have Admin permission as well. What am I missing?

Hello Donny,

it seems that you are not granted the "System Administrator" permission. So it would make sense to ask the person who grants you the Administrator permission to extend this or check the the current outgoing mail configuration with him.

Otherwise there are options to restore these privileges when you search the documentation. 


How do I grant my user system-administrator access?  I see  this for “Jira Administrator ability to perform most administration functions ( EXCLUDING SMTP Config )

That’s why I believe I am not able to see this option to configure an outgoing SMTP for my Jira Service Desk for the Cloud. 

    Does anyone know how to give my-self permission here so I can get the SMTP Outgoing setup?

I was told that the JSD Cloud version doesn't have an SMTP option is that true? 

Oh, you're on Cloud. There is a default SMTP Server which you can't change. But you can go to "Send email" in next to Outgoing Mail and see the from address and can send a test as well. 

The default outgoing address is If not explicit changed in the project settings it's the same for the Service Desk Notification outbound mail.

Then you can potentially check on you mail client / mail admin if you receive it.

ok I will do this. 

 I am good now. Got it all working, well this part. 

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