Questions surrounding use of incoming email address set to our domain

[Keith Jones]

We are in the process of setting up Jira Service Management (Premium Cloud) and would like the incoming email address to be one of our domain, rather than the @XXXX.atlassian.net domain. 

Are there any pitfalls to this? When emails are sent out, can they be sent out as the company email address, with a reply-to also as the company address, rather than exposing the atlassian address? 

We expect to get emails from both internal users on our domain, and external users (gmail, other company domains, etc.)

Additionally, we are using Office 365 for our company email. 

Any thoughts, tips, or experience with this would be helpful. Thanks,

[Angélica Luz · Accepted solution]

Hello @Keith Jones,

Thank you for reaching out to Atlassian Community!

On Jira Service Management it’s possible to add a custom email address for customers to create tickets via email and change the project email address that will send notifications from a custom domain as well.

To add a custom email to receive requests, you can follow the steps mentioned on the documentation below:

• Add a custom email account

Regarding the notification email address, after you verify the domain, you can change the address on the Notifications page in the project. It’s not possible to configure the reply-to:

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

There is a feature request suggesting the ability to change the reply-to:

• Have option to change "Reply-to" email to another verified domain

Please, click on vote and also watch to receive updates about the feature.

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

Kind regards,
Angélica