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Email matching

Our support email address is a google group that forwards emails to the support team and to our support system. As Google cannot forward emails as a user when dmarc has been configured it sends them as the group name, with the reply address as the original sender's email.
How does Jira handle this? Can it be configure to use the reply-to address or will it show the from address? Something else entirely?

2 answers

1 accepted

6 votes
Answer accepted
Jens Schumacher - Released_so
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Mar 28, 2023
Hi @gsirett-ucs 

When Jira receives an email from a Google Group that forwards emails to the support system, it will use the
"From" address in the email headers to determine the reporter of the issue. Jira will not be able to use the "Reply-To" address as the reporter of the issue because it is not included in the email headers.


If the "From" address is the Google Group email address instead of the original sender's email address, Jira will create the issue with the Google Group email address as the reporter. This may not be ideal if you want to track issues by the original sender's email address.


To work around this issue, you can configure Jira to accept emails from the original sender's email address by setting up an email handler that uses the sender's email address as the reporter. You can also configure Jira to automatically add the original sender's email address as a comment to the issue. This way, you can track issues by the original sender's email address while still using the Google Group email address for communication with the support team.


To set up an email handler in Jira, you can follow these steps:


  1. Go to the Jira project's settings and click on the "Incoming Mail" option.
  2. Click on the "Add incoming mail handler" button.
  3. Choose the email protocol that your email server uses (e.g. IMAP or POP).
  4. Enter the email server details and credentials.
  5. Configure the email handler options, including the JQL query to use for creating issues, the reporter field, and the comment field.
  6. Save the email handler configuration.

Once the email handler is set up, Jira will automatically create issues from emails sent to the project's email address and use the original sender's email address as the reporter.

Jens - Release notes powered by Jira

Thanks @Jens Schumacher - Released_so 
Email handler should do the trick for our purposes.


1 vote
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Mar 29, 2023

Hi @gsirett-ucs 

I'd also like to recommend the Email&Tasks: Jira Cloud for Gmail app by my team.

With it, you can easily convert your emails to Jira issues. It is powered by AI. Currently, my team has implemented GPT-3 in the addon.

In addition to the Gmail add-on, we developed an extension for the Chrome browser.

The add-on is popular with different types of teams. But it is very useful for the Support team.

Recently, we described a Use Case on how to convert meetings from Calendly to tasks in Jira.

Try it out! We've got a 30-day trial for you, and the app is free for teams of up to 10 users.

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