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Hide the Jira email from tickets

Marcel Valeriano March 3, 2024

Hi people, we have a JSM project that receives tickets from an internal account, but whenever we reply to a customer on a ticket via jira, the email is sent by this address: jira@ourdomain.atlassian.net
the issue is, if the customer saves this email address and replies to that address, the message never reaches us. It only works, if the customer sends the message to support@domain.com
From the customer side: the "from" email is jira@ourdomain.atlassian.net and the "reply to" email is support@ourdomain.com (see attachments)Some customers still manage to reply to the wrong one. Do you have any idea on how to make sure the jira@domain.atlassian.net is hidden?

2 answers

2 votes
Zoey Wang
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 3, 2024

Hi @Marcel Valeriano 

The default jira@domain.atlassian.net is able to be customized to support@ourdomain in your example.

So Email notifications can be sent directly from your own domain. Please see the steps here to setup your own custom email address.

Marcel Valeriano March 3, 2024

@Zoey Wang thanks for the info. But one question.
We have more than 5 JSM projects, and all have different e-mails from our domain, this customized option is by project, or this change is for only one e-mail address?
Asking because we have like
support@
care@
helpdesk@
And we cannot change only for support (example), because will affect the other projects.

Zoey Wang
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 3, 2024

Hi @Marcel Valeriano 

This option is by project. So the JSM notifications will be like support@yourdomain; and care@yourdomain respectively.

 

Marcel Valeriano March 3, 2024

@Zoey Wang thanks, I will take a look.

Marcel Valeriano March 4, 2024

@Zoey Wang this works for Jira Cloud? Because I cannot see any option in settings regarding "Emails"

 

Zoey Wang
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 4, 2024

Hi @Marcel Valeriano 

Yes. The document being shared is applied for Cloud. Are you trying to update prefix of default email address only so looking for "Emails" settings? Or something else.

1 vote
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 3, 2024

@Marcel Valeriano -

You need to check on how your Jira and JSM configurations setups for processing emails intakes from end users.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Question for you what is reasoning that communication to your JSM customers are using Jira to response to his/her JSM issues?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marcel Valeriano March 3, 2024

Hi, @Joseph Chung Yin I dont understand your question.
We have our Microsoft e-mail domain inside our project, so the customers open tickets sending e-mails to this e-mail adress.

When we reply to the customer, close the ticket, or any other situation. The Jira e-mail send the e-mail with the info for the customer, with the comment. tell him that the ticket is closed, or any other.

To reply, or reopen, they reply in the same e-mail received. But at the FROM e-mail the address is the Jira address, not the support@ourdomain.
The reply to is our domain, but the problem is, that some people don't see it, and send the message to the Jira address, and the email is lost.



 

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