Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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


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.


4 answers

1 accepted

1 vote
Answer accepted
AnnWorley Atlassian Team Apr 25, 2017

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."

Thanks Ann! I voted. 


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, just add the project name or words that will replace & represent the team as follows:

Email: Project Support <>

The Project Support should replace the agent's name.




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.



Hi Vladimir,

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





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


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

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


Like # people like this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

258 views 1 2
Read article

Community Events

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

Events near you