New users getting their email address in the ${recipient.name}

[Cheggout Support]

Hi,

On the customer request created template, we have added ${recipient.name} which should take the user's name.

But for the new users, their email address shows up. How do we change/ update this? 

[Angélica Luz]

Hello @Cheggout Support,

Welcome to Atlassian Community!

When a customer account is created, their full name will be their email address until they finish the account creation or if a site admin edits the full name on Cog icon > User management > Jira Service Management.

Currently, it's not possible to add the full name at the moment the account is created by email or when an agent/admin invites them.

There are feature requests suggesting the implementation of such ability:

• When a customer submits a ticket via email it should use the full name of the sender instead of the email address as the full name for Jira
• Ability to specify user's full name when adding to jira service desk customer

Please, click on vote and watch to receive updates about the features.

Kind regards,
Angélica