Use shared inbox as sender when replying to customers.

Question

Which setting helps in ensuring an agent's reply to a customer is sent from a shared email like "support@company.com" rather than "agentname@company.com".

Hence, I would like my customers to receive responses/replies from support@companyname.com rather than john@companyname.com. I would like my agent's name to hide from the customer.

Ayaz Hasan · Answer

Thanks!

Getting this error now.

DKIM validation failed for this domain.

Lenin Raj · Answer

Hello @Ayaz Hasan

I think you'll be able to achieve this by configuring a project's sender email address. Please follow https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html (section "Configure a project's sender email address")

Also check this earlier discussion about the same topic: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-the-service-desk-response-email-in-Jira-Service/qaq-p/781104