Is there a way to remove the agents name from the customer notifications? Edited

[Jenifer Kuntz]

We have removed any reference to the agent's name from the email template but when the notification goes out the agent's name is populated in the From field on the email.  We would like to make this a generic name of the team rather than a specific user.  Is this possible?

We are in the cloud version.

Thanks!

[AnnWorley · Accepted solution]

Hi Jenifer! I am afraid you are running into a known limitation of JSD - we have a suggestion ticket open to add the ability to just use what ever "from" address JIRA is using:

User JIRA's 'Email From' format in Notifications

If you have time, please vote on the suggestion.

You may want to test out this add-on, Email This Issue; the Marketplace listing claims:

"Email subject, body, from address and comments may include system or custom fields."

[Jenifer Kuntz]

Thanks Ann! I voted. 

[Vladimir Horev _Raley_]

Hi @Jenifer Kuntz

You can use our add-on Raley Email notifications to send emails without the agent name in from field. It will be sent using Jira default SMTP server and use settings of the account configured.

Cheers,

Vladimir

[Rathna]

Hi Vladimir,

Would there be any way of disabling the option on the main option next to the create button?

Cheers,

Rathna

[Vladimir Horev _Raley_]

Rathna,

Please elaborate which "Create" button you're referring to?

Vlad

[Weam]

I solved my issue only by adding the project name before the email as following:

Project settings -->Notifications

in the Email field, if the email was support@example.com, just add the project name or words that will replace & represent the team as follows:

Email: Project Support <support@example.com>

The Project Support should replace the agent's name.

Regards,

Weam

[Christoph Schmitz]

If it's still actual you can hide the agent name when you go to -> Jira settings -> General settings -> Edit -> Remove $fullname (Jira) in the From: field section. Or type in another name like Jira Service Desk System

[Caigos Atlassian Admin]

The customer notifications ignore this setting. That's the problem here.

Cheers,
Markus