How to get emails sent from JSM as our doman?

[Matthew Macbeth]

Currently replies to customers and notifications to customers are being sent from jira@ourtenant.atlassian.net instead of itsupport@ourdomain.com.au - Is there anyway, if so how, on setting up so it comes as from our domain instead? 

I've followed this guide, Add custom email addresses for app notifications | Atlassian Support and verified our domain, as seen in screenshot. I've also uploaded different screenshots, from Jira Admin, Space Settings and Org Settings. 

[Arkadiusz Wroblewski · Accepted solution]

Hello @Matthew Macbeth 

Thanks for the screenshots, they help a lot.

What you’ve done so far (verifying the domain and adding the custom email address in Org settings) is correct, but it doesn’t automatically switch Jira/JSM to send “From” that address. Also, the Incoming/Outgoing Mail screens in Jira admin are mainly for mail handling and legacy mail settings — they don’t, by themselves, force the “From” address customers see in Jira Service Management.

Here’s what needs to be set:

1) Jira product notifications (general Jira notifications)
You’ve added the email and it shows as “available in app”, but you still need to select it as the sender for Jira notifications at the Org/Product level.

Go to admin.atlassian.com → Organization → Jira (product) → Email/Notifications

Set the notification sender to itsupport@ourdomain.com.au

Until that sender is selected, Jira will continue using jira@ourtenant.atlassian.net.

2) Jira Service Management (customer replies + customer notifications)
In JSM, Reply-to and From can be different. Your Space settings show the mailbox is connected (good), but you also need to ensure the connected mailbox is the one being used for the customer-facing emails:

Go to the service project/space → Space settings → Email

Confirm the channel for Email requests is using itsupport@ourdomain.com.au as the connected account (not the Atlassian default).

Then go to Space/Project settings → Customer notifications (or Notifications)

Ensure the customer notification sender/from is set to the connected mailbox / custom domain address (where the UI provides that option).

PS:
Even when configured, some system-generated emails can still show Atlassian delivery details (e.g. “via Atlassian”) depending on the message type, but customer replies and customer notifications should use the configured mailbox once the sender settings above are applied.

[Kai Krause]

Hi,

in the projects notifications settings und internal notifcations on the top you can setup the 

Internal notifications

Notification email

and choose the email . 

BR
Kai 

[Arkadiusz Wroblewski]

Hello @Matthew Macbeth 

Thanks for the screenshots — they help a lot.

What you’ve done so far (verifying the domain and adding the custom email address in Org settings) is correct, but it doesn’t automatically switch Jira/JSM to send “From” that address. Also, the Incoming/Outgoing Mail screens in Jira admin are mainly for mail handling and legacy mail settings — they don’t, by themselves, force the “From” address customers see in Jira Service Management.

Here’s what needs to be set:

1) Jira product notifications (general Jira notifications)
You’ve added the email and it shows as “available in app”, but you still need to select it as the sender for Jira notifications at the Org/Product level.

Go to admin.atlassian.com → Organization → Jira (product) → Email/Notifications

Set the notification sender to itsupport@ourdomain.com.au

Until that sender is selected, Jira will continue using jira@ourtenant.atlassian.net.

2) Jira Service Management (customer replies + customer notifications)
In JSM, Reply-to and From can be different. Your Space settings show the mailbox is connected (good), but you also need to ensure the connected mailbox is the one being used for the customer-facing emails:

Go to the service project/space → Space settings → Email

Confirm the channel for Email requests is using itsupport@ourdomain.com.au as the connected account (not the Atlassian default).

Then go to Space/Project settings → Customer notifications (or Notifications)

Ensure the customer notification sender/from is set to the connected mailbox / custom domain address (where the UI provides that option).

PS
Even when configured, some system-generated emails can still show Atlassian delivery details (e.g. “via Atlassian”) depending on the message type, but customer replies and customer notifications should use the configured mailbox once the sender settings above are applied.