Is it possible to send outgoing mail to customers using the email request feature?

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March 5, 2024


I have set up the email request feature, and I am successfully receiving incoming requests using the default email account provided by JIRA. However, I am not able to send outgoing emails to the customer. Once a ticket is raised, I would like to reply to the customer but I would like the customer to receive this response via their mailbox. Is this possible? Or is this only possible with the custom email address? 

After responding to the customer, how will the customer receive this response if they do not have an account with JIRA? and if the response can't be sent to their mailbox?

Thank you. 


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Jack Brickey
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March 5, 2024

hi @Marvellous , the customer should receive an email assuming you have Customer notifications set - project settings > customer notifications > public comment added. As an agent you can add a public comment either by replying to the issue created email or within the app. The customer can also access the Portal to view the issues they created as well as those shared with them.

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