Which setting helps in ensuring an agent's reply to a customer is sent from a shared email like "firstname.lastname@example.org" rather than "email@example.com".
Hence, I would like my customers to receive responses/replies from firstname.lastname@example.org rather than email@example.com. I would like my agent's name to hide from the customer.
I think you'll be able to achieve this by configuring a project's sender email address. Please follow https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html (section "Configure a project's sender email address")
Also check this earlier discussion about the same topic: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-the-service-desk-response-email-in-Jira-Service/qaq-p/781104
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