We have integrated our own website with JIRA Service Desk via the API. So when a customer submits a request via our website, we create a SD request via the API using the "onBehalfOf" key to set the customer's email address. When the notification of the request is sent to the customer to acknowledge this, it uses the email address in the email. We capture the customer's full name on our site and we would like to use this to make the acknowledgement email more personal but I can't see any way to do it. I tried using "Full Name <full.name@example.com>" in the "onBehalfOf" field but that was rejected as being invalid. We could use https://manrs.atlassian.net/rest/servicedeskapi/customer to create a customer account. This would work for new customers (which mostly these are) but wouldn't work for existing customers. When editing the notification email template it only seems to list a few fields that can be used as variables so I'm not sure setting a custom field for this would work.
Have I missed something? Is there a better way to approach this?
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