When a customer submits a ticket via email it should use the full name of the sender instead of the email address as the full name for Jira

Problem Definition

If you have allowed anyone to send a request to your service desk, currently when a customer sends in a ticket for the first time we use the email address of the customer as their full name when it would be better to use the included name from the email address.

For example the header does contain the name of the sender:

From: John Doe <johhny@doe.com>

Suggested Solution

Extract the name portion of the FROM header and use that for their portal only customer's full name instead of the email address

Workaround

Edit the customers name manually from Site Administration or ask customers to update it themselves from the portal > profile