Service Desk: Agent comment generates email to the customer, "From" the customer

I am looking for the (a?) configuration that drives what the customer sees as the "sender" when an agent replies to a ticket the customer has created.

Currently when the agent replies to the customer via a comment an email is triggered but the email shows as coming from the customer name (e.g. The Customer Profile Name) vs the agent name.

Is there any way to configure service desk such that outbound emails will show the name of the agent leaving the comment?


Providing an example, below see the comments in Service Desk.

"WILL B TEST CUSTOMER" is the customer, and Guillermo Basseto is the agent:

Screen Shot 2014-10-08 at 2.49.35 PM.png

Now, if we look to the inbox for WILL B TEST CUSTOMER, we see that the "email triggered" notification came FROM WILL BE TEST CUSTOMER, not Guillermo:

Screen Shot 2014-10-08 at 2.50.01 PM.png

1 answer

1 accepted

Hi Will,

There is no configuration setting to adjust the from name that appears on emails sent to the reporter from JIRA Service Desk.

Currently, the name used in the "From" field of the email is the reporter's display name. This has been reported as a bug and is tracked in

Please watch that bug for updates on this issue. Feel free to vote or comment on that bug.


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