Unable to modify default email account

[Lucie LEVAVASSEUR]

Hi everyone,

We'd like to change the default email account in JSM. We cannot edit the existing email address, neither click on Google or Other (nothing happens when we click on the boxes). Is it because our project is team managed and not company managed?

The issue we are having is that our clients email our support@domain.com address for their requests, but this address appears as the Reporter in the tickets. My guess was that changing the default email account would solve this issue by creating tickets with the actual sender email address in the Reporter field.

Thanks,

Lucie

[Jorge Cammarota]

Good evening, this is indeed a problem making the receipt of emails difficult. Why is it not possible to edit the default email account? In JSM projects:

The default email account (xxxxx@atlassian.net) is created and managed by Atlassian.

It cannot be changed / renamed – only activated/deactivated.

To use support@domain.com you need to connect a custom email account (Google, Microsoft or IMAP/SMTP in “Other”) in:

Project settings → Email

The behavior you describe (“nothing happens when we click on the Google or Other boxes”) usually occurs for one of these reasons:

You do not have Project admin or JSM admin permissions.

The site does not have the necessary global permissions to add email channels.

A browser block (extension, pop-up blocker or script) is preventing the configuration window from opening.

What to check Confirm that you are a Project administrator for this JSM project.

If possible, try:

Another browser

Incognito window

Disable pop-up/script blockers

If even then the Google / Microsoft / Other button opens nothing, it is a case for the site admin to open a ticket with Atlassian support:

Maybe it can help: How to work around this Avoid forwarding that changes the “From” Configure the alias/forwarding (in Google Workspace or Exchange) to:

Keep the original sender (“Send as original sender”). If this is not possible, JSM will always see support@domain.com as the Reporter.

Connect directly to the real mailbox used by customers

If customers send to support@domain.com, configure that account directly as the project's email channel (Google/Microsoft/Other in Project settings → Email).

This way, JSM receives the email directly and uses the customer's address as the Reporter.

Enable automatic customer creation

In Project settings → Customer permissions, check if “Anyone can email the service project” (or equivalent setting) is allowed.

This ensures that even if the customer does not yet exist, a new customer will be created with the original sender's email and they will be the Reporter.