Reply email address is wrong on Customer Notification Email!

[Jaesang Kim]

Hi all, 

I have a question regarding the Customer Notification on JIRA Service Desk.

First off, this happens when customer use Outlook.

Everything works fine except the reply address in the email seems correct on the message itself but once  a customer click the reply button, to address is set as our EMAIL REQUEST address in JSD (for email to issue creation process). 

I checked the email message then found that the meta data contains this email request address somehow but it seems there is no way to resolve this problem.

Our default email address for Customer Notification is set as ***no-reply@ourdomain.com.

but we're worrying about the case where customers click reply button to send message to us because it will redirect to our service desk issue creation process.

I'm wondering if there is any way to resolve this issue.

All suggestions or any ideas, concerns about this issue will be appreciated in advance!

Thanks a lot!

Jaesang Kim

[Kian Stack Mumo Systems]

Jaesang,

I'm not sure why that is a concern. The email you set up for the JSD creation doesn't create  new tickets every time an email is received. If a customer replies to an email from JSD, it will append their response as a comment on the original ticket.

Does this make sense?

Thanks,

Kian