Sender address is my company domain when customer replies in cc

Question

Hi everyone,

I’m using JSM Cloud for external technical support and have some questions regarding the clients’ experience when they ‘cc each other.

In the following scenario:

* Customer #1 asks a question.
* Agent replies.
* Customer #1 cc’s their colleague: customer #2.
* Customer #2 receives the automated notification participant added.
* Customer #2 replies to the email.
* Customer #1 receives customer #2’s reply… but the sender address is support@mycompanyname.atlassian.net.

This makes it look like customer #2’s email is coming from my company. It has my company sender address, logo, etc. but they’re NOT in my company. This is very misleading!

Is anyone else experiencing the same issues? Do I just have this portion of the system set up incorrectly?

Please let me know if more details would be helpful, I can attach screenshots.

Carla

Carla Gonzalez_qhcun9 · Answer

the issue is that when customer #2 replies to the email, since the email comes from the system, it looks like it's our company staff that sent that reply.

Since everything goes through JSM, it looks like the customer #2 works at support@mycompanyname.com.

Marc -Devoteam- · Answer

Hi @Carla Gonzalez

But also what you provide as the story.

The customer 2 gets added as a participant this mail is coming from JSM, if the participant replies on that email, that reply is added as a comment on the issue.

That comment is seen as issue commented and the original reporter of the issue gets notified that a comment is added, that email is from the system.

So I don't see the issue in your request, as all mail in your story is sent from or sent to JSM

The reply done by customer 2 is not directly to customer 1 but goes via JSM.

Carla Gonzalez_qhcun9 · Answer

Hey @Marc -Devoteam- , thanks for clarifying that.

That's really not ideal, but I imagine that we're not the only ones that are using the system this way and have come across the issue. Do you have any recommendation on how the system can be setup to avoid this confusion? Maybe there's other settings that we haven't considered.

Carla