Setting up email requests in Jira Service Desk


We are currently using JIRA Service Desk 2.5.2 and JIRA 6.4.6.

Customers can currently update existing JIRA Service Desk (JSD) tickets (but not create new tickets) via email.

To create new JSD tickets, they have to visit the customer portal.

The above email update facility was set up using a JIRA mail handler.

We now wish to add in the ability for customers to be able to create new JSD tickets by email as well as update existing tickets.

Should we continue to do everything using the JIRA mail handlers or switch over to using the JSD email settings completely?

If the former (JIRA Mail handlers):


We originally set up the mail handler 'Add a comment from the non-quoted email body' (A) which works fine.

We now wish to change the mail handler so that additionally new requests can be created by email. I can see there is a mail handler specifically for this purpose 'Create a new issue or add a comment to an existing issue'. (B)

My question is I can simple edit the existing incoming mail handler from A to B or do I need to delete A and then create B from scratch?


Many thanks in advance.




4 answers

1 accepted

5 votes
Accepted answer

Hi @Bernard Gorman,


You should use a new mail handler from the "email" channel in the portal settings. You need to make sure to have an empty inbox first. And you need to have the summary and description on the portal setting and all other fields should be optional.

Hi @Bernard Gorman,

If my response solved your issue, please mark my answer as accepted smile


Hi George,

I've set up the JSD email channel and this works well.

Thanks for your response.




Thanks George,


I have accepted your response.





Thanks @Bernard Gorman smile

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,086 views 4 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you