Dear fa44c6562215 35257252ae3a ,

Thank you both for sharing contexts around what would be useful for your organisations. It's much easier to understand our customers needs when you provide these details so I really appreciate it. I'm happy to share that we are actively working on this feature at the moment and will let you know/update this ticket when the feature is ready to roll out! Thanks all for your patience, our engineering team is excited as much as you are to get it into your hands soon

Cheers,

Michelle

Dear Michelle,

for us the issue is exactly the same as above: we do not want to expose our service desk agent names (nor email addresses) on replies to customers, but rather use a generic service desk name that can be e.g. the service desk project name as suggested above - exactly as Jira Service Management (cloud) already does on email notifications to ticket watchers when new customer request are received to JSM.

In addition to customer requests entered on our service desk portal, we read in emails sent to email address 'customersupport@our-company-name.com' (via the email link on JSM cloud). But because the names of agents are included on replies to customers we cannot use JSM to do replies, but send replies to customers separately from separate email accounts (which adds unnecessary overhead in processing customer requests).

Hiding agent names and using a generic service desk name is a basic function of any service desk product, and should be included on your product roadmap. From our point of view Jira Service Desk is partially useless and cumbersome to use until this is fixed.

Thank you.

Hi Michelle,

We would like to see the name of the project (like in some of the notifications that are sent).

Thank you,

Greg

Hi fa44c6562215 ,

Thanks for letting us know about your use case. Could you please elaborate more and explain what you and your organisation would like to appear in the "From" field instead?

Cheers,

Michelle

Hi,

For us, the use case is being able to overwrite the name of the agent in the "From" field when a customer notification is sent. The reason for this is that the customer does not want the name of specific agent to appear in those e-mails.

Thank you

Hi All,

For us the issue isn't even about replies that actually come from JSM Users - as for us it's ok that our customers see the name of the agent working their ticket. 

The issue for us is that there are several strategies where companies need to make tickets on behalf of customers. Some examples are:

• If you are a SAAS and have something to 'build' for the client, having your CRM automatically create HLP tickets to track that 'build' is great.
• Creating contact forms on your website that you want to customize (not just use the single-format widget)
• Creating any form anywhere that you want to do many things, (i.e. notify sales people, create CRM records, etc.) only ONE of which would be to create a ticket with the Filler as the Reporter. 
• And things I'm likely not thinking of at the moment.

The way that we've found to make this work is through the API, whether coding manually or through a 3rd party like Zapier. Thew problem there is that we can't create an API key/user that is attached just to the JSM project. We must use one that attaches to the JSM Agent. Therefore, even if we create a ticket using the API with the Customer as the reporter, the confirmation email they get when this is created, uses the full name of the AGENT who created the API access.

It seems a little silly (especially for a company like ours (super small)) to have to shell out a fair chunk of money (to us) to make a fake user just for this purpose. We happen to be in what appears to be a sweet spot with 4 agents, where if we change to Annual payments, we get a 5th user at no upcharge, but that will die as soon as we add another (live) agent. 

Thanks

Hello all, 

I am well overdue on updating this issue, sorry for the delay.

This feature remains on the fringe of our roadmap, and is not planned for completion any time before July 2022, at which point it will be a roadmap candidate.

On a more positive note, we recently conducted some exploration on this feature and have identified an approach. This will cut down the work required when we are able to start work on the project.

I am eager to get some feedback from you all

The original request talks about using the Jira setting for email from. Is this a critical aspect of this feature? I believe no, but rather being able to define a generic (potentially custom) name for a service desk, and elect to us that name for all notifications.

Let me know your thoughts here.

Cheers, 

Ben.

a44d22e188b3 what Marcus described should work for you as long as you have an Org setup with Atlassian Access and you are using the Jira Service Management notifications only.

In your profile at https://id.atlassian.com/manage-profile/profile-and-visibility you need to make sure that for Full name where it says Who can see this? that it is only your Org and not "Anyone" (I believe your Org defaults in there if you have Atlassian Access). We have been doing this for years and only the public name is shown to the customers in the email notifications.

Then if you are happen to be sending Jira notifications in addition to or instead of Jira Service Management notifications, that is a different story too. At yoursite.atlassian.net/jira/settings/products/jira-service-management-configuration at the bottom you should make sure it is set to "No, only send Jira Service Management notifications to customers (recommended)." Jira and Jira Service Management are completely separate for email and this "Email from" setting doesn't apply to Jira Service Management at all. For Jira Service Management the emails come from whatever you have set in the project notification email and then it shows a public display name of whoever wrote the comment (or the portal name if it is not a comment that sent the email).

Thanks for the response @Marcus C, but the name that gets put in the From field of the email is taken from the Full name field instead of the Public name. This would have been a perfect solution. I will keep exploring options!

@Jimmy Lancaster

What you could do is change the public name on your profile, while still keeping your real name visible to your org. You can do this under Atlassian account > Profile and visibility.
This will affect the mails sent by Service Management but also places like this. As you can see I hid my last name (except for the initial) which is what external customers see when I work on their ticket.

Or I suppose you could create a shared account named "Customer Support" or whatever and have your users share it. But it would be a pain to be constantly logging in and out of the two accounts.