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Email issue about Jira Service Desk solution

Dear Jira team,

 

We need your help to solve an outgoing email setting issue.

 

We have configured jira@paasoo.com for outgoing email on Jira core, and it works quite well.

 

Now we are testing your Jira Service Desk solution. We have configured support@paasoo.comfor incoming emails on Service Desk, and we would like to use the same email address for outgoing emails (email notifications to customers, etc). But, according to our tests, it looks like we must use the same outgoing email address jira@paasoo.com, configured for Jira core.

 

We cannot use jira@paasoo.com for email notifications from Service Desk to customers, because we want the customer replies to those email notifications to be added to the support ticket. So the customer replies should go to support@paasoo.com.

 

And we cannot use support@paasoo.com for email notifications from Jira core, because we do not want each internal reply to Jira to trigger a support ticket.

 

Do you have any solution for that?

 

Thank you very much for your help

 

Best regards

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