-
Suggestion
-
Resolution: Unresolved
-
None
-
0
-
25
-
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
As a support team member I am looking for a solution to serve our internal and especially our external customers.
I have set up your cloud solution Service Desk. I have read documentation, faqs, googled etc. but my three days experience does not pull out an answer to my questions.
I want external customers to have possibility to send and receive email to/from system. So far I haven't figured out how to get emails going to (again external)customers from our pre-defined email address sent by Jira SD system. Incoming mail works as expected. There's no option to configure outgoing mail server. Why?
I do not care what is the way to solve this inside your cloud but it is a show stopper for us if it is not possible.
Best Regards,
Kimmo Häyrinen
- is related to
-
- Closed
- relates to
-
- Reviewing
[JSDCLOUD-1874] External customers and outgoing (SMTP) mail configuration in cloud
Oh, wow - is this really not an included feature?!
We just about finished a migration across from our old helpdesk system to Jira Service Desk cloud and we (stupidly) assumed that this would just be a standard feature.
We did our due diligence on things like queues, SLA management, customer portals etc - and just assumed that such a simple feature of being able to send outbound emails from our own domain would just be an included feature (it has been on every helpdesk system I've ever used in my 20 years in IT support - apart from one - Intercom, which is a horrible, horrible helpdesk systems).
Has anyone figured out any ways around this other than migrating to an on-prem version of Jira Service Desk?
Jira Admin
added a comment - Potential show stopper for my org. This is obviously not "hard" as the feature exists in the "home" version. This also has a lot to do with our identity as an org. and making sure our customers internally and externally send mail and receive mail from ONE address. I see that this has been open since 2015, and not considered too important. Maybe this can be bumped up in priority.
Jira Admin
added a comment - Potential show stopper for my org. This is obviously not "hard" as the feature exists in the "home" version. This also has a lot to do with our identity as an org. and making sure our customers internally and externally send mail and receive mail from ONE address. I see that this has been open since 2015, and not considered too important. Maybe this can be bumped up in priority.
Karsten Nilsen
added a comment - Configuring an outbound SMTP server would be really nice. You could add some modification to the mails afterwarths, DKIM sign them and a lot of more cool stuff. Should be really easy to add? Especially since it's already in the non cloud version.
Karsten Nilsen
added a comment - Configuring an outbound SMTP server would be really nice. You could add some modification to the mails afterwarths, DKIM sign them and a lot of more cool stuff. Should be really easy to add? Especially since it's already in the non cloud version. 
The lack of this feature will make it more difficult for us to roll Jira out in our organization. Seems like a basic feature for this type of tool, especially with Atlassian Access combined. Looking forward to its implementation in the future.