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Can we replace the autoresponse email with a real email?

Jason Howell_9yqur4

Our client got an auto response from our Jira helpdesk and used that email to try and email us. Because they used a new email, there was no header and this failed. Is there a way we can replace the auto response email with our helpdesk email so if they try and use it in a new ticket it will work and create a new ticket?

Accepted answers

Jim Knepley - ReleaseTEAM

You can configure a project's sender email address, which I think is what you're looking for.

All comments

Jim Knepley - ReleaseTEAM

You can configure a project's sender email address, which I think is what you're looking for.

Samuel Gatica _ServiceRocket_

Hi @Jason Howell

Welcome to the community!

Make sure the reply-to address for your service project is correctly configured.

A reply-to address is the email address to which customers' replies to email notifications are sent.

In Jira Service Management, when customers reply to email notifications for requests created using channels other than email, it goes to a reply-to address. By default, the auto-configured Atlassian cloud email address is set as the reply-to address for your project. When additional email addresses are connected, admins can set any of your connected email addresses as the reply-to address.

To update the reply-to address for your service project:

From your service project, select Project settings , then Email requests.
You can select any of your connected email accounts as the reply-to address.
Select Update.

A connected email account that has been set as the reply-to address for a project can’t be deleted.

Hope this helps!

Best regards

Sam

Jason Howell_9yqur4

This does sound like it helps, thank you! I also finally found this which seems to answer my question too. configure-jira-cloud-to-send-emails-on-behalf-of-your-domain

We'll have to do some testing and I'll try and report back here if this works.

Thanks again for reply.

Jim Knepley - ReleaseTEAM

DMARC/SPF/DKIM is initially tricky to implement and manage. but important.

In my experience, you will want to have Atlassian send from a subdomain, something like atlassian.jasonhowell.com, as opposed to the top-level domain jasonhowell.com. This is because SPF records can only have 10 "include" lookups total, and in the modern world where we have 3rd party services (like Atlassian) sending email on our behalf, you'll bump up against that limit more quickly than you expect. Having each product use a subdomain to send from avoids that.

Joseph Chung Yin

@Jason Howell

Are you referring to each JSM project's "Customer Notifications" setup? (Project settings >> Customer Notifications)?

In addition, can you clarify on your statement of "User used a new email"... You may want to take a look at the following link on "Create issue and comments using email" - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Hope this helps.

Best, Joseph Chung Yin

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