A customer emailed the notification address (jira@org.atlassian.net), but no ticket was created.

[Nathan Pate]

A client had noted down the jira@org.atlassian.net email from one of the notification messages that was sent out, thinking that this was our support email address.  However when attempting to contact us through it, no ticket was created when they did so.  As far as I can tell, their has simply been lost.

Are we able to control the behaviour of emails that come in to the jira@... address, so that tickets will be created, or at least have the client notified that they should use the proper one?

I have attempted changing the notifications address under Project Settings > Summary, but this only resulted in emails failing to be delivered.

Thanks very much.

[Daniel Vargas Llopis · Accepted solution]

Hi Nathan,

Email address is defined in the Email requests section under project settings.

It has to be an email address you have access to (you know username and login), 

For outgoing emails, you can change the email address that sends the notifications, it's under System settings -> Mail -> Outgoing Mail

[Nathan Pate]

Thanks Daniel, that looks like what I'm after, we'll do some testing with the 'reply to' address setting and how that looks to the customers.

Cheers, Nathan