Issue with Customer Service Management Email Reply-to Address

[田中優貴]

Subject: Issue with Customer Service Management Email Reply-to Address

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Dear Support Team,

I am experiencing an issue with the Customer Service Management customer experience email feature.
I added an external email address and changed the reply-to address from the original Atlassian address to the external email address I registered.
However, the emails still show the original Atlassian address as the sender.

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Steps Taken

1. Added the external email address in the settings
2. Updated the reply-to address to the external email
3. Refreshed and saved the settings multiple times

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Current Issue

The reply-to address remains as the Atlassian system address despite the changes.

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Request

Could you please advise on the cause of this issue and provide guidance on how to correctly update the reply-to address?

Thank you for your assistance.

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Current Configuration (Screenshots Transcribed)

Email Settings

• Reply-to Address: support_reply@examplemail.com
• Connected Email Accounts:

  Email Address	Incoming Email Log	Last Email Received
  z500@helpdesk-service.atlassian.net	Show log	No incoming emails
  support_reply@examplemail.com	Show log	22 minutes ago

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Email Example

• From: Customer Support <jira@helpdesk-service.atlassian.net>

• Reply-to Address: support_reply@examplemail.com

• Message:
  Please reply above this line.
  Hayasaka Shunta marked this as Done and resolved it.

• Survey:
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[Christos Markoulatos]

Hi @田中優貴 

Jira Cloud currently does not allow changing the “From” address for customer notifications unless you configure a custom domain for outgoing email.
Even after setting the reply-to address, the sender will remain noreply+<random>@id.atlassian.com or jira@<site>.atlassian.net.

Send notification emails from your own domain | Jira Service Management Cloud | Atlassian Support

What are the steps for setting up custom email addresses? | Atlassian Support

[Melbrin NGOUILOU]

Hi, I think this can be achieved with an automation using the action "Rich Email" (you can define the from and the reply to and even create alias).

Let me know if this works for you.

[Igor Medeiros - Modus Create]

Hi @田中優貴

As our friend Christos said, Jira Cloud does not allow changing the "From" address for customer notifications unless using a custom domain for outgoing mail.

As an alternative to that, I'd like to suggest our app Notification Assistant for Jira, which comes with the options to set "reply-to" on any notification, and provides custom SMTP settings via our Advanced Plan: