HELP - Routing generic "jira@MyDomain.atlassian.net"

Question

We have a serious problem. Some end users on the client side have associated our personal names to a generic jira@MyDomain.atlassian.net address.

Emails sent using this address never reach us, nor do they generate any kind of error message, so the sender has no clue as to the fact that their email has not been successfully delivered to the intended person(s).

Is there a way to configure this generic Jira@ address and route it to one of our regular company addresses?

Thank you.

Angélica Luz · Answer

Usually, when a reply creates a new ticket instead of adding a comment, is because the user/customer doesn't have permission on the ticket.

Just to make sure we are on the same page, what notifications are they replying? Is it the customer notification or agent notification?

What is their role in the ticket (assignee, reporter, participant, member of organização)?

Paul Weber_vb1koc · Answer

Hi Angélica and thank you for your reply.

As a matter of fact the feature that allows the user to reply to our JIRA comments via regular email was disabled, because the end users' replies created new tickets instead of being appended to the comment flow (and any indications as how to correct this would be welcome)...

Angélica Luz · Answer

Hi Paul,

Thank you for reaching out to Atlassian Community!

The email jira@domain.atlassian.net is the address that we call “Project email”, that is the “From” for customer notifications.

When a customer creates a ticket and then an agent adds a comment, they will receive an email showing on “From” the agent’s full name, but the address will be the project email.

When the customer replies to these notifications, the comments will be added normally to the ticket, but indeed, if they send a new email to that address, nothing will happen.

In this case, I would suggest adding a message to the notification informing them of the email to create tickets or suggesting them to go to the customer portal if they need further assistance.

Regards,
Angélica