Hi Jira Community!
I’m slowly getting more familiar around the Cloud Helpdesk - which is great. There’s still lots to learn.
I’ve got email requests setup so that clients can email the Helpdesk to raise a new issue. However, the initial email address the client receives to say that the request has been received shows as Helpdesk <email@example.com>.
This doesn’t identify my Helpdesk from others that they may be working with, so what I want to show is Custom Name <firstname.lastname@example.org>.
The weird thing is, when I add a comment on an issue, the email notification that gets distributed already shows as Custom Name <email@example.com>, so I’m not sure where else I need to change it so the initial email response also says the same thing?
Thanks in advance!
Thank you for reaching out to Atlassian Community!
On a Service Desk project, there are two options to change the project name.
The name that appears on Project settings > Details is the name that administrators and agents will see internally. Changing this name won't change the project's name in the customer portal or on notifications.
What customers see is the name set on Project settings > Portal settings (Classic) or Service Desk settings > Channels > Customer portal (Next-gen).
Also, this is the name that will show on the customer notifications for "Issue Created".
Regarding other notifications, it will show the name of the agent that added the comment or made the change on the ticket. Currently, it's not possible to change that. There is a feature suggesting this improvement:
Please, click on vote and watch to receive updates about the feature.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events