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Can we have outbound and inbound email used in JSM be the same ?

Fanny Vachet

Hello,

we have a project that has its owm email addess - projetc@domain, but when we reply to customers, JSM uses jira@domain instead of project@domain.

Is it possible to have them aligned ?

Thanks

Accepted answers

Sachin Dhamale_o1c5zi

@Fanny Vachet

Welcome to the Atlassian Community !!

jira@domain is your Outgoing mail address.

projetc@domain is your Incoming mail

Both has different functionality you cant keep them same.

Accept the answer if it helps

All comments

Sachin Dhamale_o1c5zi

@Fanny Vachet

Welcome to the Atlassian Community !!

jira@domain is your Outgoing mail address.

projetc@domain is your Incoming mail

Both has different functionality you cant keep them same.

Accept the answer if it helps

Fanny Vachet

Hi @Sachin Dhamale

Thank you for your answer.

The issue is that people receive email from jira@domain and then use this address to send comments.

We have found the below behaviour:

No lost in messages:
1. A ticket is opened through portal or using project@domain
2. Answers are sent from jira@domain
3. Customer replies to the email
4. Customer replies are seen in JSM

Lost messages:
1. A ticket is opened through portal or using project@domain
2. Answers are sent from jira@domain
3. Customer sends a new message to jira@domain with ticket key in the subject
4. Customer replies are not received in the board