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Suggestion
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Resolution: Unresolved
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37
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15
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Just a quick update that this ticket has not made it on to our current roadmap because of higher impact features. It remains on our backlog for consideration.
Regards,
Ben Costello. Principal Product Manager JSM
In Service Desk, when creating tickets through email, it will get the From address as the reporter for the ticket. However, in some cases, the user might want to use email web forms in order to have the case created.
This is a suggestion to have an option for Jira Service Desk to use the REPLY-TO address instead of the FROM address in the email header.
- is duplicated by
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- Closed
- is related to
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- Gathering Interest
[JSDCLOUD-4920] Allow use of "Reply-To" for the Reporter Field
The problem is that Google itself sometimes messes up the `From` address for mailing lists and the `Reply-To` is the ONLY way to get the correct email.
It blows me away this was never done and is, what, six years old at this point??
Not having any method of preserving the Reply-To email address is a major limitation in terms of automation and integration. As others have mentioned, Reply-To (as the name implies) is typically a much better representation of who should actually receive the subsequent communication on an email chain.
While having a native way of using Reply-To as the Reporter would be great, perhaps that could be a phase 2. For phase 1 can we just store the value and get a smart value to retrieve it? That would be enough for my needs.
Is there an updated timeline now that you are considering this for the roadmap?