Can we have outbound and inbound email used in JSM be the same ?

[Fanny Vachet]

Hello,

we have a project that has its owm email addess - projetc@domain, but when we reply to customers, JSM uses jira@domain instead of project@domain.

Is it possible to have them aligned ?

Thanks

[Sachin Dhamale · Accepted solution]

@Fanny Vachet

Welcome to the Atlassian Community !!

jira@domain is your Outgoing mail address. 

projetc@domain is your Incoming mail 

Both has different functionality you cant keep them same.

Accept the answer if it helps

[Fanny Vachet]

Hi  @Sachin Dhamale 

Thank you for your answer.

The issue is that people receive email from jira@domain and then use this address to send comments.

We have found the below behaviour:

• No lost in messages:
  1. A ticket is opened through portal or using project@domain
  2. Answers are sent from jira@domain
  3. Customer replies to the email 
  4. Customer replies are seen in JSM

• Lost messages:
  1. A ticket is opened through portal or using project@domain
  2. Answers are sent from jira@domain
  3. Customer sends a new message to jira@domain with ticket key in the subject
  4. Customer replies are not received in the board

• Lost messages:
  1. A ticket is opened using jira@domain
  2. The message is not received in the board

It can become confusing for customer wich email to use.

[Fanny Vachet]

Hi @Sachin Dhamale ,

can you help with this ?

Thanks

Fanny

[Pratibha Andukuri]

Hi Fanny Vachet,

Did you receive an solution to the problem you posted.

I am in the same situation trying to have same email id for outgoing and incoming emails. Please suggest. Looking for a solution.

Thanks

Pratibha

[Fanny Vachet]

Hi @Pratibha Andukuri

sorry I did not get anywhere with this.

Jira has made possible to use your domain to send out notification but still global, from my undertsanding.

It is a bit of a pain if people use the jira@ email to raise a case as it gets lost, especially if you have multiple projects.

I'd be keen to know if you get more on this.

Thanks