SMTP for outgoing emails and Office365 for incoming email in Jira Cloud

[Emile Renaud]

Hi,

I'm wondering the following: How can we use SMTP for outgoing Office365 for incoming emails in Jira Cloud to ensure that all registered customers' emails automatically create support tickets?

Currently incoming emails from registered customers of our service desk do not (always) create Support Tickets.

The solution one of our engineers came up with is to use SMTP for outgoing emails and Office365 for incoming emails. Would this work?

If so, how and where can we set this up?

Thanks!

[Angélica Luz]

Hello Emile,

Thanks for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if you can share with us more information about why the tickets are not created.

On Jira Service Management,  it’s possible to view the logs for incoming email and there it shows the message if the ticket is created and if it’s not, it shows the reason. Please, go to Project settings > Email requests (company-managed) or Project settings > Channels > Email (team-managed) where there is the option “View logs”.

Are you using a custom mail handler or the Cloud email address?

I shared some details about the incoming email address on another question that you posted here in the community and mentioned that it’s important that no one access the email address that is used in the project because if someone reads the email before Jira, the ticket won’t be created. 

•  Setting up mailhandler with OUAth mailbox triggers error

Regarding the outgoing email, it’s possible to change the email address that sends notifications to customers. In this case, Jira will send the notifications on behalf of your domain and not directly from your domain. On Jira Cloud, it’s not possible to configure an outgoing SMTP server for it. 

• Provide a separate Outgoing Mail Server configuration for Service Desk

To configure an outgoing email address for the project, please check the documentation below:

• Configure Jira Cloud to send emails on behalf of your domain

Feel free to share screenshots of the logs of the incoming email with us, just make sure to hide private details.

Kind regards,
Angélica