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

Wrong reply-to in jira service desk


Hi everyone,

Thanks in advance. We are using Jira Service Desk and it's working great, but I was noticing something as I was testing replying to an email.

The email comes from but when I reply, the address reads address. I noticed this from replying on my test Yahoo email.  I have the correct email showing in the headers so I know I set it up correctly, but for some reason when clicking reply it shows that atlassian email.

I think this will confuse my customers. 

I have scoured the forums, but I can't seem to find an exact answer. I also checked the logs for the "Email Requests" email and it's the same weird atlassian address instead of our company support email address.

Any help would be appreciated. Is there another screen I have to try to change this?

Thank you again

1 answer

1 accepted

0 votes
Answer accepted

Hello @mobiusinteractive,

Thank you for reaching out to Atlassian Community!

When using Jira Service Management, it’s possible to change the project email address where customers and users will receive notifications from this custom domain, which is the configuration you made.

When customers reply to a notification, the reply-to will be the same address set on Email requests (Classic project: Project settings > Email requests / Next-gen: Project settings > Channels > Email).

With this said, it will be necessary to add a custom email address to receive requests, because currently, it’s not possible to change the reply-to email:

Please, click on vote and watch to receive updates about the feature and for more details regarding the custom email address, please check the documentation below:

If you have any other questions regarding this matter, please let us know.

Kind regards,

Sorry for the late reply. Thank you for your response Angelica!

Like Angélica Luz likes this

Suggest an answer

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

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

705 views 5 13
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