Full name from emailed request

Question

Hi!

I’m currently setting up a new Jira Service Desk for external customers and I wonder why emailed requests only show the email address under „Author“ and not the sender’s name (like in every email client).

So instead of „john.doe@domain.xyz“, I’d like to see „John Doe <john.doe@domain.xyz>“.

I’ve been looking for the past hour and could not find anything on this. Is there a way to switch this on? Thanks!

Magnus_6obguj · Answer

Hi @Flo

Have you found any useful solution to this, since creation of your community post?

We are dealing with the same issue in our company after switching to JSD - however in our case, we are dealing only with internal employees.

Currently I'm considering using Atlassian API to create all employees as "customers" in JSD from a script, with their correct display names from our Active Directory, as this seems to be the only decent way to achieve a display name instead of email.

Best regards.

Angélica Luz · Answer

I searched for add-ons but I’m afraid there is no workaround for that.

If the customer creates tickets though email, the only workaround is to copy the full name of their signature (if they add).

We have a feature request suggesting the implementation of this ability:

* Creating user via email sets the full name to be their email address as opposed to 'From' name
* When a customer submits a ticket via email it should use the full name of the sender instead of the email address as the full name for Jira

Please, click on vote and watch to receive updates about the feature.

Flo_5hh0l9 · Answer

Thanks for your reply. The problem for us is not the ability to change the customer's name in Jira, but that Jira seems to discard that information from the emailed request, thus we don't even know the customer's name. We are dealing with end users of our product and they might only interact with us once. We'd like to address them by their name when replying, like we can do when replying to emails. So this feels like a small but unnecessary disadvantage when using JSD compared to using conventional email for customer correspondence.

It seems this is not possible with JSD out-of-the-box. Are you aware of any plugin that might be able to read that information from the incoming email and parse it to a custom field?