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Checking mailflow from project to customer


I have a customer who don´t get mailresponses sent från JSD. The main question is how I can check and secure communication between our servicedesk and the customer because the agent cannot see if the customer gets the reply or not.

The project is setup with a custom O365-mailbox under "Email request" with name

I have verified the domain so that JSD sends answers with and responses go to

When checking the repsonse from my testmail response to myself is sent from in this project. 
Another project without verified domain uses

I first tried to check mailflow thru admin in O365 för box but as I discovered it sends via atlassian It wouldn´t show in my O365-portal.

So, main question is how to check and verify mailflow and communication with customer (even though I feel the problem is on their side) AND is every mail going thru atlassians SMTP even though we are using our own support-mailbox in our O365-tenant. Atlassaion only takes our emailadress and uses it thru their SMTP. Can this be changed so I more easy can check mailflow?

Hopefully this made sense :).

Thank you!

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