Guide
An email log for Jira Service Management that shows every email
When a customer says they never got your reply, you need to know whether it arrived. Here's what Jira Service Management shows you today, and how to see every email instead.
What JSM's own email log shows
Jira Service Management Cloud keeps a log of customer emails that failed to send. It doesn't list the emails that went out fine, it keeps entries for 21 days, and only project admins can see it. So when an email did go out, there's nothing to point to.
Teams have asked Atlassian for a full email log for years. The request (JSDCLOUD-4698) had more than 1,500 votes as of October 2026.
What ProofMail shows instead
ProofMail sends your customer emails and records every one, on the ticket, in a Customer emails panel your agents can see:
- who each email went to, and when
- whether it was delivered, bounced or marked as spam
- the reason a mail server gave, in plain words, such as an address that doesn't exist
- emails that weren't sent, and why, such as a customer who has hidden their address
How it knows
ProofMail sends through Amazon's email service, which reports back what happened to each message. "Delivered" means the customer's email provider accepted the email. It doesn't promise they read it, but it ends the "it never arrived" argument.
Why customer emails bounce
- The address doesn't exist. Usually a typo when the request was raised for the customer.
- The mailbox is full. The email can't be delivered until the customer makes room.
- The customer's mail server refused it. Their IT team may need to allow your sending domain.
When ProofMail sees a bounce, your agent knows straight away and can call the customer or fix the address, instead of waiting for a reply that will never come.
ProofMail is coming soon to the Atlassian Marketplace. Ask for early access and we'll tell you first.