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Configuring JIRA service desk to receive email requests from all domain types


Hi, I'm hoping someone can help. We are using the feature which turns customer emails into support tickets by using the default email account. The problem with this though is that it will only accept emails from my company's domain. There is an option to add specific domains but as we want to offer this service to external customers, we can't anticipate what all the domains will be. Is there an option to allow e-mail support tickets from any domain?

Any suggestions would be gratefully received.

1 answer

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Hello Laurence,

Thank you for reaching out to Atlassian Community!

It's possible to allow anyone to create tickets on a Service Desk project. It will also allow customers to create their own accounts. It means that, if someone that doesn't have an account sends an email to create a ticket, it will be created and an account for that person will also be automatically created.

To allow this it's necessary to change two settings:

Go to Project settings > Customer permissions (Classic project) or Project settings > Channels > Customer permissions (next-gen).

On this page, change the "Who can access the portal and send requests to SD project?" to "Anyone with an account on" > Save.

After that, on the same page, you can click on "Change the Global settings" or go to Jira settings > Products > Configuration. 

Change "Can customers create their own accounts?" to "Yes, by signing up or sending a request".

If you have any other questions regarding this matter, please let us know.


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