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From YouTube: Custom Email for Service Desk (Overview)
Description
Configure a custom email address to show as the sender of your support communication. Maintain brand identity and instill confidence among support requesters with a domain they recognize.
This video showcases the custom email feature for Service Desk. It's available in #GitLab 16.4 on GitLab SaaS and Self-Managed in #Beta.
See the documentation for additional information: https://docs.gitlab.com/ee/user/project/service_desk/configure.html#custom-email-address
#devsecops #devops #servicedesk #customerservice #helpdesk #customemail
0:00 Intro
0:22 Configuration
1:07 Verification
1:31 Enable and send a test email
2:12 Prerequisites
2:29 Share feedback
A
Hi,
my
name
is
Mark
today
I'm
going
to
walk
you
through
the
new
custom
email
address
for
service
desk
feature
that
we've
released
in
better.
You
can
use
your
own
email
address
to
receive
and
send
emails
for
service
desk
now
receiving
emails
works
by
forwarding
them
from
your
custom,
email
address
to
the
Project
Specific
service
desk
address
and
we
send
service
test
emails
using
SMTP
credentials.
A
Let
me
give
you
a
short
overview
of
the
feature:
how
to
configure
it
and
what
it
looks
like
create
or
select
a
project
and
navigate
to
the
general
settings
page
then
expand
the
Service
Test
Section
and
find
the
custom
email
configuration
form
now
copy
the
Project
Specific
service
desk,
address
and
configure
email
forwarding
from
your
custom.
Email
address
to
this
address.
A
I
won't
share
this
here,
because
the
process
is
different
for
each
service
provider
back
in
the
gitlab
UI
fill
in
the
fields
and
provide
your
SMTP
credentials.
Please
note
that
some
service
providers
don't
allow
usntp
connections
anymore.
Often
you
can
enable
them
on
a
per
user
basis
and
create
an
app
password
now
select,
save
and
test
connection.
A
Gitlab
will
send
a
verification
email
using
your
credentials
to
your
custom
email
address
if
forwarding
is
set
up
correctly,
that
email
will
be
ingested
and
your
configuration
will
be
marked
as
verified
all
project
owners
and
the
user
who
initiated
the
verification
process
will
receive
verification
status
emails
if
it
didn't
work.
It
will
also
contain
information
about
the
reason
why
a
verification
failed.
A
You
are
now
ready
to
enable
your
custom
email
address,
so
let's
send
a
test
email
to
your
custom,
email
to
see
it
in
action
and
since
we
forwarded
all
emails
to
the
Project
Specific
email
address,
this
test
email
creates
new
service
desk
ticket.
In
the
external
author
receives
a
thank
you
email,
which
you
can
customize
with
images,
formatting
and
placeholders.
The
reply
address
of
all
service
desk
emails
also
uses
the
custom
email
address
that
we
just
configured.
You
can
simply
hit
reply,
and
this
email
will
create
a
comment
on
the
service
desk
issue.
A
If
a
gitlab
user
writes
a
comment
on
that
issue,
the
notification
will
also
be
sent
from
the
custom
email
address.
Gitlab
has
a
few
requirements
for
custom
email.
First,
you
can
set
up
email
forwarding.
Second
forwarded
emails
retain
the
original
from
header.
Third,
your
service
provider
must
support
email
sub.
Addressing
and
fourth,
you
have
SMTP
credentials
with
custom
email
for
service
desk.
You
can
use
your
own
email
address
for
your
support
communication,
so
please
give
it
a
try
and
share
your
feedback
in
the
feedback
issue.