The
Hello @Deniz Kibar
Welcome to the Atlassian community.
Are the customers responding directly to the emails sent to them through Jira, and those responses are not getting updated into the support cases?
Or are the customers trying to send you new support requests by directly sending messages to that email? If that is the case, did you configure Jira to allow your customers to create support requests by sending emails?
H
Hello,Customers
In
That email was not sent as a Notification by your Service Management project. That email came from an Automation Rule.
Automation Rules use the default, global email address defined for non-Service Management project notifications - jira@<yourJiraUrl>. This cannot currently be changed. Customers cannot communicate with your Jira system through that email. Customers need to use the email associated with your Service Management project.
Your Service Management project notifications use the Reply-to address set up in Project Settings / Email Requests.
You might want to consider not using Automation Rules to send emails to your Service Management customers to avoid confusing those customers.
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