[Jira Service Desk Cloud] The email address being sent to our clients is problematic. Can it change?

[cole_evans]

Using Jira Service Desk on the Cloud my team has set up many automated emails that get sent to the clients as they make requests and their requests change state (etc).

There is however one LARGE problem right now with the sending address, it's of a name that clients will most likely not recognize at all. This WILL cause confusion to some people.

How can this be modified or changed so that the clients get an email sender that is more familiar to them? Such as our old "support email" address?

I haven't been able to find a way to do it myself yet... really hoping one of you wonderful people can help me out here!

Bless :)

Edit: Other things that I have tried that unfortunately didn't work to solve this issue.

I tried following the steps of this article here to try and add the email server directly. Unfortunately it just seems that this makes the emails received be forwarded. Instead of changing the email address that is coming OUT of Jira Service Desk. 

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

I want to be able to change it from jira@<companyname>.atlassian.net, because clients getting emails from this address may terribly confuse them. Especially because they are so used to our other email "support@<companyname>.com".

This is especially prominent using the Outlook email client.
 

Other things I tried were checking outgoing mail settings... and that page doesn't give me any real options unfortunately. :(

Also trying to change the outgoing email address

[Meg Holbrook · Accepted solution]

You cannot make changes to the phyiscal email address it's being sent from, if that's a hard stop for you then you'd need to look into server. You can make modifications to the way your subject line template is being displayed, which is how we provide continuity within our own org.

Cautionary tale though is that some spam blockers will block out your JIRA emails for suspected spoofing if your name in JIRA matches your registered email account name. 

ie: Meg Holbrook is my registered Outlook name, so our anti-spoofing software started blocking JIRA emails for a bit because in JIRA I was set up with my matching company email. We made it work, but some people can't and need to ditch cloud. 

[cole_evans]

Thank you kindly for the wonderful answers as always! And thank you for checking this out as well! I just got finished modifying the template as you suggested, I think that will help a fair bit.

I relayed this information back to my team and we will check out if this is a terribly huge problem or if we should consider server. 

Thanks again!

[DamCoder]

Where do you change the global default email address so that all projects use the custom address as the default?

[NotTheRealStephenSifersNOPENOPENOPENOPE]

Hello Cole,

Looks like this is a setting your Jira Administrator can manage.

Add an email account

In your service desk project, select Project s ettings (

  > Email requests.

In Jira Service Desk Cloud, you'll see a pre-configured email address based on your site's URL. You can use both this existing email address and a new linked email account for your service desk email channel.

To add your team's email address, select Add email account. Choose your email service provider and enter the requested details before selecting Next. 

 Check out the guide here on how to change it:

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

[cole_evans]

Thanks for the swift reply! Unfortunately this didn't seem to solve my issue. The email address that is being indicated when our jira service desk instance still appears to be the same unfortunately...

I want to be able to change it from jira@<companyname>.atlassian.net, because clients getting emails from this address may terribly confuse them. Especially because they are so used to our other email "support@<companyname>.com".

Other things I tried were checking outgoing mail settings... and that page doesn't give me any real options unfortunately. :(

Also trying to change the outgoing email address

[NotTheRealStephenSifersNOPENOPENOPENOPE]

Well, I just learned something. Apparently you can't change the outbound email for JSD in a Cloud instance.

There is an open feature request for this: https://jira.atlassian.com/browse/JSDCLOUD-2075?_ga=2.257247179.1540927830.1535631133-566136634.1529430687

[cole_evans]

Oh no! I wonder if you could tell me more about the comments left in this feature request? Specifically Tim Eddelbuettel said "You can define the outgoing mail address in the administration of each project."

Even this would be enough to satisfy the current problems I am facing, even if it's only superficial. Unfortuantely when looking through the configurations myself I haven't found anything that may allow me to do this.

(I found only the same stuff as I showed in the screenshots I attached above. That the "Email from" field doesn't actually change the email being sent out... is this a bug? Looking at Tim's comment and this field makes me suspect that this may be a broken field.)