Client's name not inserting to DB

[Andrey Naumov]

Hello. Why the system does not insert the name and surname of the user? Users have this data when they send a request by email.

[Andrey Naumov]

Ismael, thank you for your answer.

The specialists had a useful knowledge of the name of the client if he does not mention his name in the body of the letter.

To be open, I choose between JIra Service Desk and Zendesk. The latter defines the name from the email headers. And I'm upset that in Jira SD I can’t configure the same way :(

I like the integration of Jira Software + Jira SD. Therefore, I want to configure the system.

And I'm also wondering how to make a message history, as in the screenshot.

[Ismael Jimoh]

For the feature please reach out to Atlassian to create this at jira.atlassian.com.

As for issue history, there is a history tab that shows you all the tickets history including most changes.

Also, the all tab from the issue view should show all info for the ticket.

Cheers

[Andrey Naumov]

Yes, I understand that the whole story can be viewed in the cabinet or on the portal. But customers cannot see the comment history if they are not logged in to the portal. I know that my clients simply will not bother with this, since for them it is "difficult". Therefore, it would be great to have only the last two comments for the email to customer (to understand we talking about).

On this issue, I also need to contact Jira support? I did not find how to do it right.

Thank you.

[Ismael Jimoh]

Hi @Andrey Naumov 

The above is the expected behavior as JIRA cannot automatically tell what a person’s firstname/lastname is from an email they send.

The user needs to go to id.atlassian.com to manage this credentials if you are using JIRA cloud.

This is were user management occurs for Atlassian Cloud instances.

Cheers.