Company Support Emails

Question

Hi, I use our company support email address and forward it to our Jira Service Desk, this works well to create a ticket but the response from the agent goes to our Support@... email address not the customer email address.

Is there a way to correct this?

I want the Agent response to go to the customer, any support would be appreciated.

Thanks

Chris

CJ_tmcr4w · Answer

SO I see the spot where I change the reporter although if it is a first contact the Customer will not be in the database. is there a way to add them?as their email address will be included in the first contact.

Thanks

Chris

Jack Brickey · Answer

You might want to read thru the getting started docs - jira-service-desk-cloud

with that said, to change the Reporter open the issue and you should see “Reporter” which is a user picker field. Assuming the actual customer is in the system you should be able to select them in that field.

CJ_tmcr4w · Answer

No how would I do that I’m new to Jira. 
thanks

chris