Send email - Trusted/Verified Sender

[Zowie Stenroos]

Hi,

How do I get verified/trusted sender when we send emails from our Jira Service Desk Cloud instance?

We have verified our domain and subdomain and our subdomain is used for our outgoing email (verified SPF & DKIM).

Thanks!

[Petter Gonçalves]

Hello Zowie,

Thank you for reaching out.

Per your description, I understand you would like to make sure the e-mails sent from your Jira Service desk application will be received, configuring it is a trusted e-mail sender to the persons receiving those e-mails. Is that correct?

By default, Jira Cloud uses a determined set of IP ranges and domains to send outbound e-mails, mentioned in the documentation below:

Atlassian cloud IP ranges and domains 

167.89.0.0/17, 192.174.80.0/20, 147.253.208.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

That being said, make sure to whitelist those addresses in the domains and subdomains you verified.

Let us know if you have any questions.

[Zowie Stenroos]

Hi @Petter Gonçalves

Thanks for your reply.

What our users get is "Unverified Sender":

And if whitelisting dose IP on our domain wouldn't help our customer because they use their own domain name :)   

Note: We use only use and have O365 & Azure subscriptions at our company.

I've also a case with Microsoft about this and I'll post the answer here when I know it.

[Petter Gonçalves]

Hello @Zowie Stenroos

Thank you for the details provided.

I believe the message your users are receiving is a specific behavior from the e-mail provider because the outgoing e-mail from your Jira instance is using a common e-mail address to send notifications from several issue activities, so it is considered an unverified sender.

That being said, I believe Microsoft will be able to provide some workarounds for that behavior. Let us know when they get back to you. :)

[Zowie Stenroos]

Hi @Petter Gonçalves

I just had a call with Microsoft Support and they asked me to check with you why we get unverified sender and how we can fix that.

They came to that conclusion because it works:
- When we use Jira default email in the project in Service Desk application.
- When we send emails directly from the mailbox in OWA.

It doesn't work when we use a custom email in the project in Service Desk application.

From Jira with the default email: