Current State:

When a portal-only customer account is created from an incoming email in Jira Service Management, the system sets the customer's full name to their email address. This means that any notifications sent to the customer display:

Hi john.smith@example.com

instead of:

Hi John Smith

This lacks professionalism and fails to create a personal connection with customers.

Proposed Future State:

Parse the display name from the From header of the incoming email, if available, and use it as the full name when creating the portal-only customer account.

If no display name is present in the email header, fall back to the current behaviour of using the email address.

Workaround:

Currently, the only options are:

1. Customers can update their own display name via their Atlassian account profile.
2. An organization admin can manually edit the full name for each account via admin.atlassian.com.

However, neither workaround is feasible at scale — organizations with hundreds or thousands of portal-only customer accounts can't reasonably ask every customer to self-update, nor can admins manually edit each account individually.