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Service desk email notifications

Busisiwe Mhlotshazana November 11, 2019

Hi there.

We have two ways in which customers can email requests. They can either send it via their personal email addresses or via a website. When we comment back to the customer we would like to use the website domain and not our Jira email account (for credibility purposes). Is it possible and if it is, how do we go about making it happen?

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Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 11, 2019

Hello Busisiwe,

Welcome to Atlassian Community!

It's possible to change the project email, which is the one notifications are sent to customers when using a Classic Service Desk Project and for that, it's necessary to verify a domain.

You can follow the steps of the documentation below:

  1. Set up an Atlassian organization
  2. Verify a domain for your organization
  3. Configuring Jira Cloud to send emails on behalf of your domain

If you are using a next-gen project, this option is currently not available. We have a feature request suggesting the implementation of this ability:

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


Busisiwe Mhlotshazana November 12, 2019

Thank you for your help. I will shout if I need help.

Like Angélica Luz likes this
Busisiwe Mhlotshazana November 13, 2019


We managed to verify our domain. I have a question regarding incoming emails. As mentioned above, customers can either send us emails using the website or their emails. We would also like to send out a notification email with an SLA once we receive an email request. 

1. Is it possible for us to receive multiple incoming emails from customers? 

2. Will it create tickets?

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 14, 2019

Currently, there is no variable to add SLAs on the notification. The workaround for that would be an automation to send an email to the customer.

For example, there are three priorities on the project, the priority High is 1 hour SLA, Medium is 3 hours and Low is 6 hours.

Screenshot 2019-11-14_16-18-41-291.png

You can also customize the automation if the SLA is based on Organizations.

Related to the other questions, yes for both. Every email will create a ticket if the customer has permission to create issues. When a portal is open for customers to create their own accounts, all emails will generate a ticket.

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