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Seperate Service ERmail for Each Service Desk

PHC Admin September 1, 2023

I have multiple Service Desks,one per customer. I would like to have a separate email address for customers to submit service requests based on their Service Desk. For example, Customer A can email "support-a@mydomain" to send a request to Service Desk A. And Customer B can email "support-b@mydomain" to send requests to Service Desk B.

I currently have one Service Desk that has the email channel set up. I now need to onboard a second client and have their email channel set up. I don't want to use the @mydomain.atlasssian.net email for the Service desk. I would like to use my own domain. My business email is set up in Google Workspace. Ideally, I would like to use an email alias in Google for these (the first Service Desk with the email channel working is using an alias; I would like to do the same approach with the second, third, etc.). But from what I'm reading, it looks like I can only set up ONE email address that uses my domain for the entire Jira account? So I'm confused on how to do what I need to do. Anyone have any ideas?

2 answers

1 vote
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 1, 2023

Hi @PHC Admin ,

For each service project, you can setup email requests. To do, follow below steps.

  1. From your service project, select Project settings , and then Email requests.

  2. From the More () menu, select Configure email request types

  3. Use the dropdown to select a Request type.

  4. Select Save to confirm your request type.
    image.png

To add a custom email, You need to get consent from your Google admin.

More details is in https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/

1 vote
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 1, 2023

Hi @PHC Admin , each JSM project can have a unique custom email address that you define. I have done this primarily using MS Exchange. I have not used Google Workspace however I would expect this is possible. What are you reading that states otherwise?

PHC Admin September 1, 2023

I guess I can have a separate for each project. The documentation I read said "each JSM ACCOUNT" but later is said "project" so it was confusing. So I ended up buying another Gmail account $6 permonth and I'm trying to connect that and it's not working. When I check the logs next to where it says "no email received ever" after I just sent two tests, I see this error:

 

com.google.api.client.googleapis.json.GoogleJsonResponseException: 403 Forbidden GET https://gmail.googleapis.com/gmail/v1/users/fwh-support@thepixelhouse.net/messages?maxResults=300&q=in:inbox%20label:unread%20after:1693574166 { "code" : 403, "det...

 

I don't know what this means or where to go hunting to fix this.

I really hate that Atlassian assumes we have a dedicated onboarding or IT person to weed through their complex documentation to set this stuff up. If I hadn't wasted an hour on this already today, I'd finally once and for all go hunt down a better alternative.

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 1, 2023

Sorry you are running into issues. It certainly does help to have IT expertise sometimes. Keep in mind that you can contact Atlassian support directly unless you are using a free account. If I understand correctly, you have one project set up using a Gmail email account successfully but when you tried to add a new gmail email to a different project it was unsuccessful? What if anything is different between these two Gmail accounts? You mentioned something about using an alias which I know to be problematic from my past experiences and conversations within the community so I would highly recommend avoiding that all together. Again, I have not played around with using Gmail much other than an occasional test of setting up my personal Gmail account as the incoming mail handler. Finally just to be clear you are setting up your email handler in the following location, correct?

project settings > email requests

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