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Sender name in customer notification emails

Sandy L

When a customer use email to raise a request, the sender of notification emails they receive would appear to be from the support site (such as Tech Support <jira@domain.atlassian.net>). However, when a request was raised using the REST API, the sender would be the agent who called the API (such as Jane Doe <jira@domain.atlassian.net>).

Is there a way to make the sender name of all customer notifications shown as the name of the support site?

Accepted answers

Ismael Jimoh

Hi @Sandy L

This is a known problem with a feature request here: https://jira.atlassian.com/plugins/servlet/mobile#issue/JSDSERVER-702

Unfortunately the only thing that comes to mind is using an add-on like Email This Issue for handling outgoing mail,

Regards.

All comments

Ismael Jimoh

Hi @Sandy L

This is a known problem with a feature request here: https://jira.atlassian.com/plugins/servlet/mobile#issue/JSDSERVER-702

Unfortunately the only thing that comes to mind is using an add-on like Email This Issue for handling outgoing mail,

Regards.

Marty_yvf6sb

Hi Sandy,

I am not on the Jira Service Desk team, but will try to help.

Have you tried using the raiseOnBehalfOf field when creating a request via REST?

https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-rest-servicedeskapi-request-post

I hope that helps!

Sandy L

Sorry if I wasn't clear. The request was raised using the API key of an agent (say myself), and the raiseOnBehalfOf is set to the customer's accountId. The customer will receive an email notification from Sandy L instead of Tech Support (the name of the service desk).

If the customer email the support email address themselves, then the notification email will be from Tech Support.

Sandy L

The link returns 404

Marty_yvf6sb

Yeah I've noticed this forum sometimes does strange things to links. If you copy and paste the link into your browser it should work.

Sandy L

Thanks Martyn for the tip. I'll accept mark this as an answer and hopefully the JSD team deliver the feature someday.

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