How do you edit a support ticket's customer email address?

Every time that someone emails support@mydomain.com, it generates a new support ticket in my JIRA Service Desk project. However I have a number of support tickets that have the wrong customer email address set (I created a separate ticket for that.) My question here is how do I view and edit the customer's email address that is associated to the ticket? To ask it another way, the email address that it sends to when you click "Respond to customer", how do I edit that? Currently it doesn't show this anywhere on the ticket's page.

For that matter, when creating a new ticket I have no way of populating that either.

1 answer

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2 votes
Steven Behnke Community Champion Jul 06, 2016

They are created as users. Users have email attributes, so you'd have to edit the user. You would have to have permissions/rights to edit users in your JIRA.

How do I change which "user" that is associated to the ticket? Which field is it in the ticket that defines the customer?

Steven Behnke Community Champion Jul 06, 2016

The Reporter field is responsible. The Request Participants field represents other people added or shared to.

Steven Behnke Community Champion Jul 06, 2016

No problem and I'm glad to help! smile

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