Should We Move the JSM Subscription to the Customer's Account or Maintain It Under Ours?

Question

We are an engineering partner for another company and manage the Jira project (development) under our domain (Hinditron). We do this for other clients as well. However, for one customer's support (JSM), we want the emails to originate from their domain email address (unistoesolutions.com). Should we move the JSM subscription directly under their account, or maintain it under ours?

Nadhila Savira · Answer

Hi Rajat,

Nadhila here from Atlassian.

I'm assuming you are talking about Email Requests, and that you want to allow ticket submissions and replies to go through a specific email address (under your customer's domain). You can add support emails on your Project Settings > Email Requests.

To read more about this topic, I suggest to get started through this article: Receive requests from an email address.

The article that Alexis mentioned above is also quite relevant. If you give it a read from top to bottom, it will explain everything you need to know. Hope this helps!

Rajat Samseriya · Answer

Hi @Alexis Robert

Thank you for your prompt response. Sorry, but I do not fully understand what you sent to me. Could you please explain it and send me the exact document so I can check and implement it?

Alexis Robert · Answer

Hi @Rajat Samseriya ,

moving the product subscription to your client won't change anything on the email domain address. This is a technical feature and not linked to your subscription.

In order to have the email come from your customer domain, you should follow this documentation : https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/

This needs to be done with your customer network team support, as they will need to make several configuration changes on their end.

Let me know if this helps,

--Alexis