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Emailing basics

Emails are always downloaded and deleted or moved from / within the email accounts by Jira's Email Puller and Email Processor.
The email puller retrieves emails from email accounts (e.g. Gmail and Yahoo Mail) and stores them in the database (Emails received before the accounts are connected to the system are not pulled in).
The email processor processes emails retrieved by the puller.
Downloaded emails are then passed on to JETI which creates new issues from the emails or adds new comments to already existing issues based on the emails.


The below table is to compare the mailing capabilities of Jira and Email this Issue (both Server and Cloud versions).

Not all features are listed here to a full extent due to minor differences in the different products and deployment versions, however, we have tried to highlight the biggest benefits one solution has over another.
Linked features contain links referring to the server version documentation of JETI. For the Cloud version's documentation, please refer to the Cloud documentation overview.

Feature

Jira out-of-the-box

Jira Service Desk
(Server version)		Email This Issue CLOUDEmail This Issue SERVER





Outgoing Email Options





Custom email templatesNot SupportedSupportedSupportedSupported

Notifications





Support for single email addresses stored in custom fields via event notificationsNot SupportedNot SupportedSupportedSupported
Event notifications in Notification schemesSupportedSupportedSupportedSupported
Event notifications with JQL conditionsNot SupportedSupportedSupportedSupported

Manual Email Defaults





Manual email options editingNot SupportedNot SupportedNot SupportedSupported
Send issue details to users and to external email addresses (Email button)Not SupportedNot SupportedSupportedSupported
Miscellaneous



Send emails from a workflow transitionsNot SupportedSupportedSupportedSupported
SMTP prefix editingSupportedSupportedSupportedNot Supported
Send auto-acknowledge emails to sendersNot SupportedNot SupportedSupportedSupported
Send link to issues to users and email addresses (Share button)SupportedSupportedSupportedSupported
Generating From address and Sender name from fields or custom fieldsNot SupportedNot SupportedSupportedSupported

Sending predefined responses (manually generated responses, not Confluence content pasted)

Not SupportedNot SupportedSupportedSupported
Distribution listsNot SupportedNot SupportedNot SupportedSupported
Incoming email options



Mail Handlers



Fallback to a default reporter

SupportedSupportedSupportedSupported
Create Or Comment Or Subtask based on JQLNot SupportedNot SupportedNot SupportedNot Supported
Process incoming emails as new issues or commentsSupportedSupportedSupportedSupported
Create or Comment Or Link mail handler based on JQLNot SupportedNot SupportedNot SupportedSupported
Execute workflow transition on issues upon processing emailsNot SupportedNot Supported

Supported

Supported

Removing previous messages from reply emails using split regex

Not SupportedNot SupportedSupportedSupported
Field Rules



Initialize issue fields from email in new or existing issuesNot SupportedNot SupportedSupportedSupported
Find issues related to incoming emails using issue fieldsNot SupportedNot SupportedNot SupportedSupported
Email filtering using field rulesNot SupportedNot SupportedSupportedSupported

Execute workflow transitions using field rules

Not SupportedNot SupportedNot SupportedSupported
Attachment handling



Name and size based attachment filteringNot SupportedNot SupportedSupportedSupported
MD5 hash based attachment filteringNot SupportedNot SupportedNot SupportedSupported
Configuration



Not SupportedNot SupportedNot SupportedSupported
Not SupportedNot SupportedSupportedSupported
Not SupportedNot SupportedSupportedSupported
Additional features



Searchable audit log of emails sent or receivedNot SupportedSupportedSupportedSupported
JQL functions to search for issues sent / created or commented via emailsNot SupportedNot SupportedNot SupportedSupported



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