It should also be noted that this affects all desktop email clients, not just Outlook specifically. We discovered Siri from Mac OS was associating Jira's email address to contacts incorrectly, since the user's full name is used in the from address. For example, when sending email updates for issues, Jira will write the from address on the email notification as follows:
Full Name (Jira) <jira@example.com>

Siri then associates Full Name to jira@example.com as a suggestion when composing future emails in Mail.

The recommendation is to change mail notifications to the following format, using the above example:
From: Full Name (Jira) <noreply@example.com>
Reply-To: Jira <jira@example.com>

In this manner Siri would stop associating the name Full Name to the email address of Jira's mail handler when composing messages in Mail.

Another two years are over and nothing changed here.
We, as Jira system admins, do get several emails a week, from people simply prossing the reply button on Jira notification emails, since the initiating user's name is shown in the from.

Please understand, the the mixture of a particular user name (as display name), but a general reply address is highly confusing and I can understand usere's very well.

So. Either the display name for the FROM has to change to something like "Company Jira" or the real user's reply address must be set.

Ditto, nothing much more to say. It's very confusing for users replying to emails or when creating emails and having the Jira @ email cached for that user.

Another Day, another request... 

As G Barado said, almost every other major service management platform has this feature (I'd say all, but I'm sure there are some that I'm not aware of so I can't speak to them).

This seems like something that is less a "quirk of Jira" and more a product deficiency that should be addressed. It's been 5 years since Dave Meyer said that it won't happen, maybe time to reassess?

Please deliver this feature . How many years will this request be in 'gathering interest'.  

We don't use ServiceDesk, but can't people answer to ServideDesk email neither?

Any service desk system (Zendesk, Freshdesk, ... ) does that. They would not sell if this was not possible.

This might not be considered a core Jira feature for Atlassian, but I don't understand how guys are collaborating on service desk without this basic feature.

Working as Jira administrator this issue is raised about once a month by users.

I found this to be an issue with Gsuite's email "name spoof" filter. When enabled in Gsuite all jira@ notifications have names of the users in Gsuite but email addresses in format jira@ . This mismatch causes Gsuite to think it is name spoof and quarantines the message (notifications). Unfortunately i cant just allow list this address from quarantine. 

Yep, my crew would like to see this too. Gathering Interest for 15 years is indeed pretty crazy.

Is there any chance to get this done?

WoW.... still open since 15years! unbelievable

By default, replies to notification emails are added as comments to the issue itself. So it's misleading to say they are lost – here's the documentation on how to configure this if it's not working already.

No, it is not the default. It has to be configured explicitely, inside and outside of JIRA, and it brings a whole bunch of separate issues. Neither is installing JIRA ServiceDesk a feasible fix for this problem. Why can JIRA not just send the automatic notifications with the name and mail-address of the JIRA-user who triggered the notification as FROM and REPLY-TO? Or at least make it configurable? Especially as it seems that there are add-ons that can to this. Honestly, I'm fed up with having to buy add-ons to get basic functions into JIRA. This is not a technical problem then. This ticket has all the hallmark conditions of similar long-running tickets that will never be fixed: it's about what most users would consider a core functionality, has been open for over 10 years, has a lot of votes and there are add-ons that do what Atlassian apparently forgot way-back-then.

I guess this is the best place to comment since Atlassian closed JRASERVER-30224. Any time we have an admin send our users an email, we have to include a disclaimer at the end to explain why the return address on the email contains a userid rather than a name. Even so, people consistently flag these messages as spam or phishing attempts because they've been trained not to trust emails that look suspicious.

I hope Atlassian will begin to care about Jira's sad email handling someday.

I guess this is the best place to comment since Atlassian closed JRASERVER-30224. Any time we have an admin send our users an email, we have to include a disclaimer at the end to explain why the return address on the email contains a userid rather than a name. Even so, people consistently flag these messages as spam or phishing attempts because they've been trained not to trust emails that look suspicious.

I hope Atlassian will begin to care about Jira's sad email handling someday.

Dear Atlassian

Why is it possible to use ${email} in Confluence but not in JIRA? Can't believe this issue has not been solved in the last 11 years...

As an admin, I get a constant stream of emails sent to me instead of the intended recipient because of this poor design.  If I don't manually forward it on, then the response will never reach its audience.  Please consider reprioritizing this issue.

By default, replies to notification emails are added as comments to the issue itself. So it's misleading to say they are lost – here's the documentation on how to configure this if it's not working already.

This isn't the default on any of the installations that I've seen. For one thing, it seems to require a huge amount of configuration including setting up mail servers.

The lack of movement on this from Atlassian is extremely disappointing. There is a quick win here which is to allow Administrators to easily set the From/Reply To name to something that makes it obvious that you're not replying to a real person. Not sure why that hasn't been considered/implemented.

Please add this feature! It is a must!

Thanks!

Please add this feature to your road map, the inability to respond on the spot via outlook creates major ineficiencies to our operations. Thanks

<sarcasm>
10.5 year later and still the feature is not even on the roadmap. It's moments like this that make me love atlassian for spending time on like-buttons and emojicons.
</sarcasm>

@Dave: Great! We have been waiting for such an answer for 10 years!
I think this is worth proposing this as a workaround in the description in addition to your comment.
From my point of view, this works around the major issue which was that nobody did receive the replies (which were therefore considered as lost by @Boris and most of us).

Hi @Dave, thanks for the link... I guess I misunderstood what's happening. Sorry about that.

Hi capitanu,

By default, replies to notification emails are added as comments to the issue itself. So it's misleading to say they are lost – here's the documentation on how to configure this if it's not working already.

Regards,
Dave

So you're saying that it's okay for our users to hit Reply on the notification emails and for those emails to get lost, basically. Nice.

Hi everyone,

Thanks for voting and commenting on this issue. Your feedback is key to helping us understand how you use JIRA so we can continue improving your experience. We have reviewed this issue over the last few days; unfortunately we don't have any plans to support this in JIRA for the foreseeable future.

Please remember that jira.atlassian.com is one of many inputs for the JIRA roadmap. You can learn more about our process here.

I understand that our decision may be disappointing. Please don't hesitate to contact me if you have any questions.

Regards,
Dave Meyer
dmeyer@atlassian.com
Product Manager, JIRA Platform

Happy 10 years birthday JRA-7108 a bit belated but still a feature i am looking for

This is a typical example of JIRA lacking enterprise support.
On a server with about 500 users and 50 projects (small teams) which have no knowlegde this issue is very unlogical.
It means that an email to a project member with a reply will always end-up at the system adminstrator's email address.
On a server with 1 team of 10 developers this is not a real issue I suppose. The notification email address is propably the
project's email address.

We also would like very much to have to option to use the email address of the user that sends the message instead of the projects notifucation email address. Can't imagine this is a big issue to implement.

Is there anyway around this without having to change from Jira to jira service-desk?

seems like a big change for a simple reply to email issue..

Any reason why you cant select a setting in jira to set reply to senders email or reply to jira's email.. seems like it shouldnt be a hard thing to change?

Hi thomas_webb,

There are no new updates on this issue. If you are working with external clients and need to collaborate with them via email, you could also consider JIRA Service Desk, which has improved email support for this type of collaboration, with the added benefit that your external suppliers will not need to consume a JIRA license.

Learn more here: https://www.atlassian.com/software/jira/service-desk

Dave Meyer
Product Manager, JIRA Platform

Has there been any update iwth this? i am currently having this issue.. we need to be able to email suppliers through jira however i need their replies to come to the email address ive set up to send emails from jira, not the individuals email address....

Because naturally a Jira stream is just like a thread it makes me rethinking about sending emails to only one person.
Weeks ago, we have enabled the feature https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email in our own JIRA by creating a dedicated mail account for IMAP. In that case, the reply will not only sent to the user, but instead of that, produces a new comment in the context (issue) in the name of the sender. Within a minute or so, the new comment is created. Creating issues is disabled, because we don't need this.

Agreed that this does not make sense for the users. They click reply thinking that the 'sender' will receive it and the response goes to someone else entirely. Nuts!

jira25

I am having a different difficulty. By default the reply-to address is user's email address instead of the Jira system email address.

I guess you are talking about the case of "Sharing" an issue/filter or using the "@Mention" feature?
These two features use the user's email address.

There is currently no way to change this behaviour AFAIK.

Hi,

I am having a different difficulty. By default the reply-to address is user's email address instead of the Jira system email address. I want the reply to address to be same as from address(Jira System Email). Is there a way to do so?

Ravi

Hi, the latest release of Email This Issue makes this possible. As for all emails sent via this add-on, you can specify you email address as reply address.

Such Emails can be sent upon issue events, transitions, or ad-hoc.

Tibor

Our administrators get several replies to Jira mails sent by mistake from users, and users are frustrating about this.
It was easy to fix this issue in our mail postfunction, so it should also be easy to fix this in Jira...

Although I've got little hope this issue will ever be addressed I added my vote.

+1 from me too and a note for the atlassian developers: Think of all the time you could save in the future if you not longer had to reply to all these comments with a reason why you are not going to implement it. I'm quite sure that finding a solution for such a basic feature can't be that difficult.

+1 for this issue. This behaviour is really confusing for our users.

+1 from this guy, who's always replying to the wrong address because of this.

Another vote here. Its very useful having the notification show as From the user who performed the action.
However since many email clients only show the display name and the hide email address then autogenerate address books based on emails sent/received. We have had instances where clients have mistakenly sent emails to the project administrators account based on the display name showing in the users address book

I am considering removing

from the configuration to avoid further confusion however that is a undesirable solution.

Hi,

Please let the Jira Administrator or Project Administrator decide, if he or she want to enable a direct e-mail communication between project team members, or not. In a lot of cases it is better, faster and simpler than a communication via Jira (for example discussion about technical details).

Regards,
Gergely

any news about this functionality-request?

This request has 6 years and 100 votes. What are the plans for it? This is a basic functionality for any global team. Atlassian should pay more attention to requests like this as they may a big difference in the everyday's usage.

This would help regionally spread out teams significantly as you can quickly respond or query an update (offline) from your mobile device.

I would also like to see this implemented and broken into two configurable fields in the mail header:

• From - I would want this set to be the actual user. This is purely for search in your mail client ( all messages from user_a@domain.com user are much more searchable )
• Reply-To - I would want this set to jira-responder@domain.com

Thanks.

We have a lot of users with smart phones, checking their email.... So I've started creating more custom events, so the subject of the email gives information. The missing info though is WHO triggered the event. Ideally, all the email receipient wants to know is....

• What is the new status
• Who changed the status

But if I change the email property so it shows the username instead of "JIRA", then users are mislead into thinking they can reply to the user, which is confusing.

I would really like this enhanced/fixed.

To me as a team lead it is more than annoying to manually filter through all the update mails - 90% come from release builds and threfor are not relevant to me. But the heuristic is to weak to be a valid workaround for the missing feature. Happily looking forward to receiving a fix

I would also like to see this implemented.

Some users will notice that when they reply to an email that was sent by JIRA that it is NOT going to the person named in the header. Other users do not realise this, and are surprised when their email ends up at the system mail box. I've currently got our system configured to redirect these to my own mail box, but I would much prefer they to go to the intended recipient.

I think it should be something that can be configured at the Project level. ie. a project setting that says either:
(a) always use the following specified address as the reply-to address for all emails that come from this project; or
(b) where possible, use the appropriate user's email address as the reply-to address for this project, but otherwise use the following specified address

Christopher Houghten: Thanks for posting your code. I will see whether we can implement that on our system.

Well i've just given this my vote. We've had requests to have the reply-to on notifications take on the current users email address, it is the intuitve and normal way for email to be responded to. Surely it can't be difficult to make this a configurable option.

At present we actually use my email address to route the JIRA traffic through the mail server so I can catch any mistaken reply-to's, However, we shall as part of our formal installation request a JIRA user but like others say the account will not necessarily be checked.

Please indicate whether it is to be planned for implementation or binned.

Please add this feature. I am not sure what the difference between this and JRA-15689 really is, so I'm leaving comments in both places. From my point of view, it would be most useful to be able to set either the From header or the Reply-To header to the address of the user whose action triggers the notification.

Us too! Recipients naturally click Reply-To and the email bounces (at best) or goes into a black hole (at worst).
We do not want to set up a 'jira@company.com' email account because who will read it?
We dont want it to be a mailing list, because everyone in a project would need to be on it.

I note this dates from 2005; is it actually (going to be) considered for implementation?
Thanks,
-carl jones

We would like the ability to configure the "reply-to" header:
We have found problems with outlook "cleverly" resolving the sender address from the GAL, and so all emails appear to come from the "Full Name" of the account created for Jira in Exchange. Outlook is trying to be helpful and reduce spam by preventing spoofed emails for addresses it can lookup in the GAL.

Currently, I have to send emails from an invalid address, so that the emails arrive (spoofed), with the name of the person who "commented" or "updated" the issue displayed correctly in the outlook inbox. This prevents users from replying to emails and having them come back into jira...

If I could change the reply-to address, I would be able to configure the replies to come back to Jira, but the sender address be a non-GAL address, which would spoof correctly.

I also added my vote. We have made various other source code modification to Jira and I also made this one for our company.
If anyone else is modifying the code themselves and wants to make this change see my query in the forums at http://forums.atlassian.com/message.jspa?messageID=257245479#257245479

I'm adding my vote to be able to change the reply-to to the actual user which should not be a big deal given that JIRA has already this info. Yes I understand you prefer emails to become new issue comments but people reply to a notification to communicate "out-of-band" information or request, ie. something of interest to both party only.

If you really intend not to provide it for some reason please update this issue as "Won't fix".

> We would definitely love to implement the Issue/Comment Creation from Email, but unfortunately there is no exchange server (POP server) in our networks, only relay servers which do not actually hold any e-mails.

How do people get their mail delivered locally then? Presumably either POP or IMAP is used, in which case it shouldn't be a big deal to have a jira@<company>.com email address added.

The fact we can't 'reply' to the user who originally made the change is a pretty large dissatisfier. We have a generic email account established which we have to monitor to make sure no one 'accidentally' replies to the email message. I will incorporate your band-aid solution of changing the email name to 'on the behalf of' as an attempt to lower the occurrence. We would definitely love to implement the Issue/Comment Creation from Email, but unfortunately there is no exchange server (POP server) in our networks, only relay servers which do not actually hold any e-mails.

Thanks for you help.

Jim,

Try setting bbdb-quiet-about-name-mismatches (bbdb docs). JIRA breaks bbdb's assumption that one person sends from one email address. We generally expect that people will set up a POP box so that email replies become JIRA comments:

http://www.atlassian.com/software/jira/docs/latest/issue_creation_email.html

> IMHO, it's poor form to misrepresent a user's actual email address in a message. It should at least be a configurable thing.

The degree of 'misrepresentation' is up to you. In jira-application.properties you can set the From: format to '<jira@company.com>', 'JIRA - Joe Bloggs <jira@company.com', 'JIRA on behalf of Joe Bloggs <jira@company.com>' etc. The actual address used cannot be changed yet, which is the subject of this issue.

Similar to the above comment, sophisticated address books like Emacs' bbdb will issue a warning about the sender's name (the one previously associated with the email address) has now changed. So if I have John Doe in my address book, but suddenly I receive an email from John Doe (actually from Jira), it prompts me to make jira@company.com an alias for John Doe. But it prompts me for every single user who changes something in Jira.

IMHO, it's poor form to misrepresent a user's actual email address in a message. It should at least be a configurable thing.

The ability to set the From address to the real user's would also avoid problems with mail archivers like ezmlm which group mails by the actual address (jira@smtphost) but under the name of the first instance ("Joe Bloggs (JIRA)"). See http://issues.apache.org/jira/browse/INFRA-370

The best solution is to a) establish a POP box so that email replies become comments on the issue, b) modify the From address format to make clear that replies will go to JIRA (and indirectly the original message sender). If "Joe Bloggs (JIRA)" does not convey this to your users, then try "JIRA (from Joe Bloggs)" or just "JIRA".

The ${email} parameter is being expanded as the user's email address (e.g. user@company.com).
The problem with the way it is now, is that when someone gets a notification, they naturally click "Reply". Two problems arise:
1) the reply-to is not a real person – it's the project address, so people don't realize that right away.
2) Outlook doesn't let you click in the middle of the string to just get the person's email address.
As to not showing the project's email address - I apologize, that is indeed showing, by default, without need of a variable.
Anyway, it's a minor issue, you can resolve as Won't fix if it's not something you can work around.
Cheers

The variable to include the email of the user who is doing the change is ${email}. Is this not working for you? If not what does ${email} get expanded to on your system?

At the moment there is no way to set the reply-to header to the address of the user doing teh change. We find that it is better to keep all the ocmmunication in the system. So if you setup JIRA to create issue or add comments from e-mail replies as described here:
http://www.atlassian.com/software/jira/docs/v3.2.2/issue_creation_email.html

all of the communication will be kept in JIRA and will not be 'lost'.

I hope this helps. Please let us know if you have any other questions or would like more information. Otherwise please resolve this issue.

Thanks,
Anton