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We have successfully configured a custom email address for notifications, such that JSM sends emails from support@OURDOMAIN.com. The email used is from Google Workspace.
The problem we are having is that the account name in the recipient's inbox is "Support" despite the fact that the account in Google Workspace has "COMPANYNAME Support" set as it's account name.
How do we control the account name for notifications sent from a custom email address?
I agree that getting custom emails working can be rather confusing. We went through the process ourselves recently and ran into this exact problem!
The 'from' name in notification emails is configured on the 'Customer notifications' page under project settings for the project in question. It looks like this:
Depending on which option you have selected, the name might be the 'Name' field on the 'Portal settings' page, or the 'full name' of the Atlassian Account that's triggering the notification. You can look up accounts (and see what names are set) under Directory at admin.atlassian.com.