Why sender (customer) name or email is not displayed on support ticket

Question

when customer who is not configured in Jira Service management, but is suggested to send requests through email to support email, JSM ticket portal does not display the name of the customer who raised request from email through support email address. JSM ticket queue always shows reporter name as "support@biologit.com", which is our support email address. Please suggest the solution for this issue. We would like to see customer's name as he/she is going to raise the issue/tickets.

Thanks in advance.

Naveen

Kai Becker · Answer

@Naveen Basar

thanks for clarification. So I guess the problem is the mail forwarding configured in your mailserver. This needs to be configured, that the email are forwarded with the original sender instead of your support address. 
I guess that needs to be figured out with your mail admin.

Naveen Basar · Answer

Hi @Kai Becker

Thanks for the prompt response.

Due to the confidentiality of email information, I might not present exact email addresses here, but I can give examples/format.

The email address configured on the Jira service management is: Eg: support@companyname.atlassian.net and alias support email that customers use to send email requests is support@companyname.com

and yes customers directly send email requests to "support@companyname.com"

Below are the screenshots:

Kai Becker · Answer

Hi @Naveen Basar

thanks for your question.

if every request shows your support address as reporter, there is something wrong with your incoming mail setup. Do customers send directly to this address, or are mails forwarded from this address to another one, which is configured in Jira?

Please post some screenshots of your incoming mail setup and an example request, to better understand your setup.