Company Support Emails

[CJ]

Hi, I use our company support email address and forward it to our Jira Service Desk, this works well to create a ticket but the response from the agent goes to our Support@... email address not the customer email address.

Is there a way to correct this?

I want the Agent response to go to the customer, any support would be appreciated.

Thanks

Chris 

[Jack Brickey]

hi CJ, welcome to the Community. Can I ask why you forward the emails to JSD vs simply adding this email as your custom email handler? That aside if you want the customer to receive updates you need to change the Reporter to the customer. You also should ensure the request type is appropriately set.

[CJ]

Thanks for your reply.

So I changed to the Jura email address although it is a firm in our site that is used to allow our customers to reach us. So all email come from our site not the customer. Ideas?

chris

[Jack Brickey]

Are you changing the Reporter?

[CJ]

No how would I do that I’m new to Jira. 
thanks

chris

[Jack Brickey]

You might want to read thru the getting started docs - jira-service-desk-cloud 

with that said, to change the Reporter open the issue and you should see “Reporter” which is a user picker field. Assuming the actual customer is in the system you should be able to select them in that field.

[CJ]

SO I see the spot where I change the reporter although if it is a first contact the Customer will not be in the database. is there a way to add them?as their email address will be included in the first contact.

Thanks

Chris