Email forwarding for Jira Service Desk

[Lars]

Hi, I'm a long time Intercom customer and starting to use Jira Service Desk for another project. In Intercom, there's a global project email which you use to set up email forwarding. We're using Google Worksuite, this is the corresponding article how to set it up: https://support.google.com/a/answer/10486484?hl=en

For Jira Service Desk, I cannot find anything like that. I can only connect my personal Gmail inbox or some third-party inbox. I don't want that. I want email forwarding.

What am I missing?

[Mathew Lederman]

@Lars I believe what you're looking for is the Email Channel which can be found under Project Settings > Channels and Self Service > Email.

[Lars]

Yeah, I found that. But the only option is to add an inbox. Not to set up email forwarding (without an inbox). Really confuses me.

[Mathew Lederman]

Sorry, perhaps I'm misunderstanding. According to the documentation you provided it appears you're trying to create tickets via email. That's what the email channel does. It provides an email address (or allows you to set one up) so that users can send an email to that address and have a JSM ticket created.

If you're looking to send emails outbound based on certain criteria, that would be best handled by project automation.

[Lars]

You are right, I can set up that email forwarding. But how do I ensure that the reply sent from within Jira Service Desk is using the same email? That's the piece I'm missing I guess.

[Mathew Lederman]

Your best bet will be to test the functionality, but this article describes how to manage the reply-to email address: https://support.atlassian.com/jira-service-management-cloud/docs/manage-reply-to-address-for-your-service-project/.

[Lars]

Mh yeah, but that requires me to create an email account we would need to pay (e.g. Gmail user).

In the article I linked above Google explicitly mentions that this email shouldn't be a real user. But only a routing email address:

> Important: This email should not be a real account in Google Workspace. It will exist only in the Default routing rule you'll create in Step 2 to set up forwarding.

I don't see a way how to get this done with Jira Service Desk. Or am I missing something?

[Mathew Lederman]

By default every JSM project should come with an Atlassian email address you can use. If you'd like to use something separate you can, but you'll have to set that up with your email provider and it does have to be a real email address.

I don't believe JSM has the default routing rule options like Google Workspace does.