Reporter Issues for service project

[Brianna Braatz]

Occasionally service tickets will come in and the reporter is listed as our support email address instead of the actual client's email address. Usually, I can find their email address within the ticket and change it, but occasionally their email address isn't listed and I have no way of responding to the client. I'm pretty sure simply responding on the ticket only notifies our support email and the client has no way of seeing our response. How do I fix this?

[Bhanu]

If the tickets are raised through the email channel, check with IT if there is any email alias in front of the email that you are using for the service project and also if any kind of forwarding is happening before it reaches the email box associated with the project. On Jira customers check if there are any duplicate accounts associated for that customer.