### Problem I wanted to close #2201 as something has been delivered. Unfortunately what was delivered doesn't match the requirement, but it will be much easier to start a fresh issue to clarify. Right now it is not possible to customize the Service Desk email address (intake and sending) in its entirety. On self-hosted instances you have more control over the used addresses, but you will still have a rather cryptic target email address for a specific service desk in a project. For .com users it's currently not possible to customize the Service Desk email at all. There is a [proposal](https://gitlab.com/gitlab-org/gitlab/-/issues/329990#note_1192437371 "Configurable e-mail address for service desk") and a [further exploration](https://gitlab.com/gitlab-org/gitlab/-/issues/329990#note_1201344150 "Configurable e-mail address for service desk") around this issue. A summary of the solution path is the following: Users set up their custom email to forward all emails to the cryptic Service Desk email and provide SMTP credentials so we can send emails on their behalf. This way customers seeking support will only see the custom email address in their communication. There is further discussion about improving and changing the general infrastructure, but this approach is a MVC to solve the issue for our customers. ### Problem Validation This problem has been discussed numerous times, most recently under https://gitlab.com/gitlab-org/gitlab/-/issues/2201, where some viable solutions have been proposed. ### Proposal #### Minimal Released in `16.4`. <details><summary>Click to expand proposal and iteration plan</summary> :white_check_mark: **Using SMTP credentials**. Foundation work. 1. MRs 1. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/108017+ 2. Required database fields in `service_desk_settings` table 3. Feature Flag `service_desk_custom_email` 4. Sending Service Desk emails (`thank_you` and `new_note`) via SMTP delivery method using the given credentials when enabled :white_check_mark: **Verify email ownership, correct function and setup** 1. MRs 1. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/111303+ (too large, will be broken down into smaller parts) 2. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/112938+ 3. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/114917+ 4. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/116037+ 5. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/116370+ 6. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/116664+ 7. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/118523+ 8. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/119934+ 9. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/120758+ 10. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/123681+ 11. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/125528+ 2. :heavy_check_mark: Send a special email that tests the following: Correct credentials, support for subaddressing, email forwarding with correct `From` headers 3. :heavy_check_mark: Save the verification state in its own model and wait for verification before you can enable and use the feature 4. :heavy_check_mark: Send emails that notify the project owner (and user?) about the state of the validation process 5. :heavy_check_mark: Add cleanup worker cronjob that closes started but overdue verifications 1. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/128498+ 2. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/128908+ :white_check_mark: **Add settings and validation to Settings page** 1. :heavy_check_mark: Custom email `Create` and `Destroy` Services https://gitlab.com/gitlab-org/gitlab/-/merge_requests/125416 2. :heavy_check_mark: `CustomEmailController`, single resource API endpoint https://gitlab.com/gitlab-org/gitlab/-/merge_requests/125891 3. :heavy_check_mark: Settings page details 1. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/124159+ 2. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/124173+ 3. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/126532+ 4. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/128095+ 5. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/128637+ 6. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/129004+ :white_check_mark: **Add documentation** 1. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/124359+ 2. https://gitlab.com/gitlab-org/gitlab/-/merge_requests/128138+ **Other** 1. :white_check_mark: https://gitlab.com/gitlab-org/gitlab/-/issues/415594+ * https://gitlab.com/gitlab-org/gitlab/-/merge_requests/129582+ * https://gitlab.com/gitlab-org/gitlab/-/merge_requests/129580+ 1. :white_check_mark: Display custom email address in banner in SD list view * https://gitlab.com/gitlab-org/gitlab/-/merge_requests/129616+ 1. https://gitlab.com/gitlab-org/gitlab/-/issues/412885+ 1. https://gitlab.com/gitlab-org/gitlab/-/issues/421689+ 1. :white_check_mark: https://gitlab.com/gitlab-org/gitlab/-/issues/423268+ with MR https://gitlab.com/gitlab-org/gitlab/-/merge_requests/130185+ **Ingest replies from custom email** 1. :white_check_mark: https://gitlab.com/gitlab-org/gitlab/-/issues/423879+ 1. :heavy_check_mark: Change the `Reply-To` email address to the custom email (with issue identification hash) https://gitlab.com/gitlab-org/gitlab/-/merge_requests/130336+ 2. :heavy_check_mark: Change the service desk email ingestion that it also handles replies (like incoming email). Works natively because we scan for a reply key in `Delivered-To` and `References` header. 3. Add test coverage for custom email reply address ingestion. With `References` header and with `Delivered-To` header. </details> #### Viable `16.8` (some `16.9` stretches) From [feature maturity roadmap](https://gitlab.com/groups/gitlab-org/-/epics/11175#maturity-roadmap) * [X] [Extend verification errors and check whether ](https://gitlab.com/gitlab-org/gitlab/-/issues/426128)`service_desk_email` was used instead of `incoming_email` * [X] [Read reply key from custom email in ](https://gitlab.com/gitlab-org/gitlab/-/issues/426269)`To` and `Delivered-To` headers to allow usage of MS Exchange transport rules for forwarding. Makes it possible to use MS on GitLab SaaS * [ ] Improve documentation for Microsoft Exchange users * [X] Feature flag removed ### Release notes <details><summary>Click to expand</summary> 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. Short feature overview video: https://www.youtube.com/watch?v=_moD5U3xcQs Doc link: https://docs.gitlab.com/ee/user/project/service_desk/configure.html#custom-email-address  </details>