Wrong reply-to in jira service desk

mobiusinteractive

Hi everyone,

Thanks in advance. We are using Jira Service Desk and it's working great, but I was noticing something as I was testing replying to an email.

The email comes from support@mycompany.com but when I reply, the address reads  ___________@ORGNAME.atlassian.net address. I noticed this from replying on my test Yahoo email.  I have the correct email showing in the headers so I know I set it up correctly, but for some reason when clicking reply it shows that atlassian email.

I think this will confuse my customers. 

I have scoured the forums, but I can't seem to find an exact answer. I also checked the logs for the "Email Requests" email and it's the same weird atlassian address instead of our company support email address.

Any help would be appreciated. Is there another screen I have to try to change this?

Thank you again

Angélica Luz

Hello @mobiusinteractive,

Thank you for reaching out to Atlassian Community!

When using Jira Service Management, it’s possible to change the project email address where customers and users will receive notifications from this custom domain, which is the configuration you made.

When customers reply to a notification, the reply-to will be the same address set on Email requests (Classic project: Project settings > Email requests / Next-gen: Project settings > Channels > Email).

With this said, it will be necessary to add a custom email address to receive requests, because currently, it’s not possible to change the reply-to email:

• Have option to change "Reply-to" email to another verified domain

Please, click on vote and watch to receive updates about the feature and for more details regarding the custom email address, please check the documentation below:

• Add a custom email account

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica