You can configure Jira to receive requests through an email address. There are two types of mail handlers that can be configured:

The Jira Core mail handler

You can configure the Jira Core mail handler in ⚙ > System > Incoming Mail. This handler is strictly reserved for Jira users with application access (users with a license), and it should not be used with Service Management customers (users without a license).

Jira Work Management and Jira Software can receive emails from licensed users to create issues or add comments and attachments automatically.

You can configure mail handlers to control how these emails are handled, or add another mail server depending on the needs of your team.

More details related to the Jira Core mail handler can be found on the below link:

• Create issues and comments from email

The Service Management mail handler

The JSM mail handler can be configured in each Service Management project, in Project Settings > Email Requests for company-managed project, and in Service project settings > Channels > Email for team-managed projects, and it is designed for customers (without a Jira Service Management license).

Requests that are sent to the service project’s email address are automatically added to the queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes.

Each Service project already comes with a pre-configured mail handler, and it’s possible to add another customer mail handler (for example, the email address your team uses for incoming requests).

More details related to the Jira Service Management mail handler can be found on the below link:

• Receive requests from an email address

• Receive requests from emails in team-managed projects