Error when turning on email on Service Desk

Hi all,

We want to allow our customers to create issues on Service Desk, by automatically sending emails to a given active Service Desk project.

But when I try to activate email requests on JIRA Service Desk (Service Desk->Project XXX->Settings->Channels->Email settings->Email requests: Turn it on), I get the following error:

Error when turning on email

Failed to establish connection to the Atlassian Cloud mail store

Is this the right procedure? Do I have to make any pre-configuration on ServiceDesk/JIRA to enable this?


Manuel Dias


6 answers

Hi Manuel, We are having the same issue: I tried to activate email requests by heading too: Service Desk -> [Project] -> Settings -> Channels -> Email settings -> Email Requests -> Clicked turn it on and received an error message: "Failed to establish connection to the Atlassian Cloud mail store" Were you able to get this resolved?

Hi Manuel,

After some further searching I found this link:

Workaround: Disable and re-enable Service Desk


  1. go to, Manage add-ons
  2. search for, Service Desk
  3. select, Disable
  4. select, Enable
  5. After completed, turn on email for the desired Service Desk.



Worked for me - hopefully it will resolve your issue too.



Note for other users: trying this caused us to lose JIRA Service Desk entirely. Now trying to resolve with Atlassian Support

Sadly I have the same issue here ;(

We had the same problem here as well. Service Desk gone, after disable/enable

Having the same issue, is this a bug?


We're having the same issue with our Service Desk.

I tried the Disable/Enable workaround - luckily our Service Desk came back - however, it did not clear the Email Store Connection Error.

Is this a generic problem with the Cloud Platform?

Is there an ETA for remediation?



Same issue as well

Hi - Same issue here, any news on a fix? We don't want to try work around for fear of loosing our service desks.



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