How to remove customer emails address from header

[Joseph Sullivan]

Trying to remove the customer's full email address from when they reply to a ticket. For example, I asked a customer a question in the ticket but when they reply and the email gets sent out that they replied I don't want their email address in the header. 

[Angélica Luz]

Hi Joseph,

Welcome to Atlassian Community!
As per I could understand, when the customer replies to the ticket via email, the history of the email is added to the comment and the email address appears, is that correct?
If so, you can configure Jira to add only the new reply and not all the history in the comment.
Please, go to Jira Settings > Products > Email requests > Strip quotes.

If that's not the case, can you share with us a screenshot of where it shows the email?
Also, the header is something that always comes with the email from the mail server, so depending on what this is, maybe Jira won't be able to remove this information.

Regards,
Angélica

[Joseph Sullivan]

No problem, I've attached a screen shot with the details blotted out but what I'm trying to do is get the customer's name, in the screen shot it's "K******* H*****" out of the reply email.

The issue is that we've recently implemented Mimecast and it's flagging every Jira email reply from a customer as spoofing due to their name being in the header.

[Angélica Luz]

Thank you for the details.
Currently, on Jira Service Desk it's not possible to edit the "Email from". So when agents or customers make an update on the ticket, it will show their full name and the email address of the instance (project email).
We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-702
Please, click on vote and watch to receive updates about the feature.

[Angélica Luz]

I forgot to mention that, for agent notifications, there is an option in Jira that you can remove the value to show their full name. 
Jira settings > System > General configuration > Email from.
On this option, you can remove the ${fullname}, it means that it will not show the full name in the header, but note that it will affect the entire instance, so if you have software or business project it won't show the full name on the header on the notifications either.