Once the customer service request is assigned to an agent, his / her name appears whenever agents "Reply to the Customer". Is it possible that instead of agent name the "Reply to Customer" displays "From SmartITES Support"?
Hello @Rajesh Mankad,
Thank you for reaching out to Atlassian Community!
When it comes to Customer notifications, currently, it will show the name of the agent that added the comment or made the change on the ticket.
It will show the name of the project on the first notification (Issue Created) if the customer creates the ticket via email or portal.
It's not possible to change this setting. There is a feature suggesting this improvement:
Please, click on vote and watch to receive updates about the feature.
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