Emails to Support Project Don't Always Add Sender As Reporter

Question

Our support project is configured so that emails sent to a designated account (assist@company.com) automatically create a ticket in the project. Sometimes the Reporter in this ticket is the email account of the person who sent the email.

Other times, the Reporter is the assist@company.com email account. When that is the case, Reply to Customer does not send an email to the person that raised the issue.

Is there something I can do to ensure that the account that sends the email to the assist account is always the Reporter?

Thomas Donley · Answer

Thank you - I'm still having the same issue.  I've tested it from my personal email and the Reporter still comes up as the assist email rather than the email that sent the initial message.

Mariana Silveira Sales · Answer

Hi @Thomas Donley

You can check if your global configuration for email requests is “Anyone can create new accounts based on customer access and project level customer permissions”

This way Jira will create a portal-only customer and assign the sender as the Reporter.