Mail delivery

Addresses

Product	Form	Example
Jira	`<site>+<issue-key>@jira.mailbox.atlassian-apps.com`, all lowercase	`[email protected]`
Confluence	An encoded token `@confl.mailbox.atlassian-apps.com`	Copy it from the panel

An item’s address is stable: it does not change when the app is updated, and a Confluence address stays valid for the life of the page it points to. Moving a Jira issue to another project changes its issue key, and with it the address.

What is accepted and what bounces

Mail is checked at delivery time, while the sending server is still connected. A message is rejected immediately, with a bounce to the sender stating the reason, when:

the address does not parse, or is not on the app’s mail domains;
the address points to a site where the app is not installed, or has been uninstalled.

An accepted message is queued and processed. Acceptance is not yet delivery: the mail still has to be written into the issue or page, and that step is retried on failure (below).

Retries: what happens when delivery cannot complete

Situation	Behaviour
Temporary failure writing to your site (rate limit, outage)	Retried automatically for up to 24 hours from acceptance.
The app was just installed and the site’s registration is not complete	The mail waits and is retried hourly for up to 14 days, then treated as undeliverable.
Undeliverable: malformed message, target issue or page gone, or retries exhausted	Kept for 30 days so support can replay it, then deleted. Contact support if a mail went missing, quoting the approximate arrival time and the recipient address.

Two mails to the same issue or page are written strictly one at a time, so a burst of mail cannot corrupt the history. Delivering the same message twice (some mail systems do) results in one entry, not two.

What lands on the item

The message joins the item’s mail history with its sender, subject, sent and received dates, and body.
Every file attachment is uploaded as a normal Jira or Confluence attachment.
Images embedded in the message body display inline in the panel.
The history itself is stored as a JSON attachment on the item, named [<key>] Mail @ Issue Data.json in Jira and [<id>] Mail @ Content Data.json in Confluence. Treat that file as the app’s own: editing or deleting it edits or deletes the mail history.

The app never sends mail. There are no auto-replies, no forwarding, and no notifications by mail; a sender only ever hears back from their own mail system in the form of a bounce.

Searching mail with JQL

In Jira, the plain text of an issue’s received mail is written to an issue property named mail, which JQL can search:

issue.property[mail].body ~ "invoice 4711"

The property holds the text of the issue’s current mail history and is rewritten each time the issue receives a mail. After deleting a mail, the searchable text updates on the issue’s next received mail.

Troubleshooting

Symptom	What to check
Bounce: unknown or uninstalled tenant	The app is not installed on the site in the address, or was uninstalled. Reinstall, then resend.
Bounce: address rejected	The address is malformed. Copy it fresh from the panel rather than retyping it.
Accepted but not visible after minutes	Reload the panel. If the site was just installed, allow up to an hour. Persistent absence beyond a day means the write is failing; contact support.
Attachments missing from a delivered mail	Check the item’s attachment list directly; a partially failed delivery is retried as a whole.
JQL does not find a recent mail	Confirm the mail is visible in the panel first, then re-run the query; the property is written as part of delivery.

Support: [email protected].