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Custom email address in Cloud Service Desk not shown in From field in outbound emails

Hi there,

We are immanently moving to Service Desk (Cloud) and have set up a custom email address so that customers can continue to use the existing email address when raising issues.

This is working well for inbound emails however the email address in the From field of the outgoing email continues to be the default cloud email address for the project.

Is there a way for the From field in the outbound email to the customer to show the custom address?


Many thanks,


1 answer

Hi Sharon and welcome to Atlassian Community!

The custom email address is added specifically for customers to send an email to create tickets.
You can also change the From email address, so customers will receive a notification with a domain you own.
With that said, you will have to verify the domain to use this email address as the project email (notification email).
For more details and the steps to change the email, please check the documentation below:
- Configuring Jira Cloud to send emails on behalf of your domain

If you have any other question, please let us know.


@Angélica Luz  I tried to reach the URL you mentioned, but seems to be moved. 

Can you please update?

Thank you for the heads up @Patricia Francezi

The link was updated.

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