Mail handlers use aliases but replies go to the parent email address

[Tony Hines]

New to the mail handler system in Jira. 

I have set up an Exchange 365 mailbox with several aliases.  I create tickets based on the aliases and that part works fine.  The emails that go out to CC'd users though, seem to have the reply email of the base account.

The results are that when a user tries to update an issue by replying to the email, that email is not addressed to the alias, instead, it goes to the mailbox base address and goes unprocessed.

I guess my question is how do I make the reply email from Jira's Mail Handler system and ticket creation system match the literal "to" address on the original message that triggered the ticket creation?

[Patricia Francezi]

Hi @Tony Hines 

You need to configure your domain into jira, create the outgoing box and the associating to the projects. 

This kb have all the steps you need to perform

https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/

I hope this helps