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Connection of SharedMailbox to Jira Service Desk


we have to connect our shared-mail-box to Jira Service Desk with incoming mail handler.

At the moment we have the following problem:

-If user is not a Jira User, technical user will be set.

-If I want to share a comment with the customer and press the button "shared with customer", the customer does not get the email, because technical user is set.

How we can fix it ?

Big thanks in advance!

Best regards,

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