Email Requests Not Showing the Original Sender as the Reporter

Travis Wolf

We have several support email addresses that are connected to Jira Service Management.  When customers email those addresses, a ticket is created.  The tickets have always listed the original sender (the customer) as the Reporter - but all of sudden the Reporter is now listed as our support email address, and the original sender (the customer) is not shown anywhere on the ticket.  Subsequent emails in the thread also show up as comments posted by the support email address instead of the actual sender.  We haven't changed any of our Settings.  Is this a bug?

Jack Brickey

So JSM provides a single email channel. Are you saying you have some forwarding happening here where your support channels forward the incoming emails to the JSM email channel? If that is the case I would expect JSM to see the customer as the support-email address not the original from email address. Admittedly I have not tested this personally.