Why is the Sender name on customer emails different depending on how ticket is created?

David Anthony

Hi,

When I create a ticket using the 'raise a request' option, the customer's notification email has our service desk name as the sender but  when I create a ticket using the 'Create' button' (+ button), the the customer's notification email has my full name as the sender.  Why is this the case?  Is there anyway to modify this?  I don't want my full name to appear as the sender on outgoing emails.

Thanks,

Dave

Angélica Luz

Hello David,

Thank you for reaching out to Atlassian Community!

When using Jira Service Desk, depending on how the ticket is created, the sender will be different.

If the customer creates the ticket using the customer portal or through email, they will receive the first notification with the sender as the Portal name. If an agent creates a ticket on their behalf, the notification will show the agent's full name.

There are feature requests suggesting improvements for the "From" in customer notifications:

• Raising a request on behalf of the customer should generate a notification with the "From" from the project's name and not agent's name
• Ability to modify the sender address from the first notification sent by service desk project

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

Regards,
Angélica