Your customers can open requests and communicate with your service team by working from their familiar email box when the email channel is enabled for your service desk.
Here's how it works:
If you use POP, make sure that your inbox is empty.
After the email channel is set up, will take note of when it connected to the email account for the first time. Any new messages sent to your inbox after that time will be pulled in as new requests or comments. Customers will receive email notifications about the details of their requests. For information about notifications, see Setting up the email channel. Messages that already exist in your email account are not processed.
A test email will be sent to the email account shortly, and you will see a new request created for it in one of your queues in .
Service desk administrators, i.e. project administrators, can disable the email channel for their individual service desks. Once the email channel is disabled, all the email settings for the service desk are removed from the system. This means that a JIRA administrator needs to be involved for the email channel to be re-enabled.
JIRA administrators can get an overview of all the service desks in the system that use the email channel and the email accounts linked with them.
On the Email settings page, you can also test the connection to the linked email account.
You can only link one email account with . If you use more than one email address to interact with your customers and want to integrate them with , you might be able to achieve this by setting up forwarding rules or aliases. What these two options can achieve is that all the email messages from your multiple email accounts will land in the email account linked with and therefore be pulled into your queues. You will need to configure the settings in your mail server.
When customers send an email for the first time, new user accounts are created automatically for them if your service desk is an open desk and allows public signup. For information about public signup, see Setting up the email channel .
User accounts for service desk customers are free and do not count towards your license.
The username is their email address and they will receive an email notification about the user account. The user account is also added to the Service Desk Customers role of the service desk and you can find it in the customer list on the People tab. For information about the role and the customer list, see Setting up the email channel and Setting up the email channel.