Change Sender Name in Customer Emails for Service Desk

Question

When customers submit issues via our web portal, they are receiving notifications from the consultant who helped setup our environment. For example: Matt Smith (Jira) We would prefer something like: StaffBot Support I have read dozens of articles including setting up SPF and DKIM... these are not really what we want today, just to change the email and common name. Domain can be a 'next step'. Can anyone help us change the common name associated with this email to customers?

Kobayashi Teruyuki · Answer

Hello. Atlassian team,

Do you really think of this as a "request for additional features"? seriously?

So, in other words, Atlassian dared to make this decision.
"Customer support employee names should always be disclosed to outsiders."
Does Atlassian really have a record of making such a decision?

This is actually a terrible bug.
First of all, you should fix a bug that automatically reveals the names of employees in the customer support department as soon as possible.

After that, if there is a company that wants to disclose the names of employees in the customer support department, should make a future request again.

We expect Atlassian to make the right decisions.

Angélica Luz · Answer

Hello Steven,

Thank you for reaching out to Community!

On Jira Service Desk, we can change the email address for customer notifications, but this option won’t change the sender full name. With that said, even changing the email, when an agent post a comment or when the ticket is transitioned, customers will receive a notification showing the agent’s full name.

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

* User JIRA's 'Email From' format in Notifications

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

Regards,
Angélica