+1

We have a company wide policy not to expose the Service Agent user name to the customer. 

We need a fix for this urgently !! 

Atlassian guys - this is an obvious  functionality for an enterprise servicedesk and should be available as a standard feature !!!

I agree, please Atlassian have a look at this suggestion! It's more than 6 years and half now!

Atlassian must listen to customer basic needs

Our organization spoofing alert system does not like the format:  Agent Name <helpdesk@myorg.atlassian.net>.  Our security team wants us to fix it.  Please help!

FYI, for these JSM emails, this is all driven by the Public Name in https://id.atlassian.com/manage-profile/profile-and-visibility ... so if you have Atlassian Access, you can have your Full Name set to your actual name that is only seen by internal users and the emails can show whatever you want based on the public name (everyone on your team can have ABC Company Support Team or something for emails to customers if you want).  Just in case some of you have the ability to use Atlassian Access, that will definitely work and is one of its most important features.  It might even work by just having an Org setup, and not even using Atlassian Access (not sure, since I haven't tested that in a while).  If that does not work, maybe you can bring it to Atlassian's attention.

We actually have Service Desk agents with security concerns, as well.  They do not want their name in front of an angry customer.  Many Support desks have their agents use aliases, so as not to disclose their actual names.

Hi Atlassian team,

protecting the privacy of our Support employees should be a basic thing and therefore the fullname should not appear in the "email from" address. This causes also resourcing problems because requests are more easily addressed to one person instead of the entire team when they find out the person’s email address

Because of the lack of this, we've been forced to not use Jira service desk and will be looking elsewhere for a solution which is actually workable.

I am completely astounded and disappointed to find such a basic feature missing.

We suggest to recognize this issue as a bug.

Hello. Atlassian team,

Do you really think of this as a "request for additional features"? seriously?

So, in other words, Atlassian dared to make this decision.
"Customer support employee names should always be disclosed to outsiders."
Does Atlassian really have a record of making such a decision?

This is actually a terrible bug.
First of all, you should fix a bug that automatically reveals the names of employees in the customer support department as soon as possible.

After that, if there is a company that wants to disclose the names of employees in the customer support department, should make a future request again.

We expect Atlassian to make the right decisions.

This is a security concern.

Gmail is marking all Jira Cloud notifications as "Spoofing Employee Names" because of this. 

Even after adding so many comments and votes, still gathering interest, common guys it's very basic things and should have been done on the fly.

Another vote for this. We need to be able to protect the privacy of our agents.

+1 Bummer, I thought this would be a feature already implemented.

we need this functionality, especially as we all need to migrate to use the cloud soon!

+1

i'm evaluating Jira Service Desk Cloud for a large project in my organization. This bug is a showstopper for implementation for us.

Please correct this

+1

+1

+1 we could also use this. The 'DoubleEntries' screenshot on customers emails is an issue.

Come on, please add this...

+1

Hi, for what it's worth, it would be really nice if this was addressed also for the cloud version of Jira Service Desk. 

Hi,

How many more "Interest" do you need before you start working on a solution?

It was first asked in 2014 and you still get comments on this.

Cheers

he In using an automation rule to send email to customer after approval is complete, it sends the email fine, but adds the last approver as the sender. So we have customers emailing to the approver for updates. Our approvers are managers not the techs working the ticket. Please fix this to have the FROM to be a generic name like Jira or Jira Service Desk.

As much as this add's a personal touch back into sometimes a faceless team (ICT Teams), a lot of email requests are sent that are not related or not meant for the team to see.

Yes this should be a feature within JIRA

Yes we are worth it

Yes we are worth it

I am also very interested in this

I strongly support this and concur with all voices claiming this is an important issue. 

Last week (before I saw this thread) I posted https://community.atlassian.com/t5/user/viewprofilepage/user-id/3697116?show=activity#details. I which I haven't got any responses from that one yet, but from what I now understand the only workaround is to follow Justin's suggestion to use Postfix. However I'm not sure my IT responsible is willing to do this.

I am also very interested in this - I would want all Support Desk ticket updates to be sent from the same Jira Support Email address, and not referencing the Support Agent's name as the email sender. Customers may ignore replies as they may not be familiar with the team.

We are very interested in this as well. May not be able to get business buy in to use Jira Service Desk if the agent name is included in the emails. 

The fact that the 'from' name matches the user's name exactly makes this a potential security issue, as it doesn't look that different from someone spoofing a user. If an organization wants to invoke rules to prevent this kind of spoofing AND use Service Desk, they cannot without including a specific exception for Service Desk.

Standard Jira messages at least append the (JIRA) suffix which allows some differentiation between real messages from the user and messages from the application. It would nice to at least have the option to do that for JSD.

Hi Atlassian Team,

This is a related request here.

https://jira.atlassian.com/browse/JSDCLOUD-3308

 Kindly provision this feature not to use the agent's email address.

 Why not just use something like 'Service Desk Team <jira@{our sitename}.atlassian.net>' in the "From" field, or if we use our customized email handler 'Service Desk Team <{custom email address used for the email handler}>' and not display the Agent Name.

+1 . The agents is so serious when the customer know who is working with their issues.

This is a fairly serious issue - it pollutes the autocomplete in any Outlook-based clients, risking e-mails intended for help desk recipients directly becoming tickets that would be publicly visible in the queue.

+1  This is basic functionality in almost any ServiceDesk.

+1

+1

+1. JSD has some very limited number of email sanitation options which is almost as disappointing as them not addressing any of them. 

Also just noting that christoph.schmitz's suggestion above only affects internal notifications and has no effect on Customer Notification FROM field format.

Let's go Atlassian - 4.5 years and counting...  Important functionality.  Please and thank you also

Jesus!! "created_at 08/Aug/2014 4:54 PM" this is never going to be done.

Yes Christoph, but if you do that, it's affecting the entire confluence , jira, etc.. all products.

The entire company will loose the the "FROM". I just want to change the "FROM" for the service desk. Still thanks for your help. 

If you go to Administration -> General configuration -> General settings -> Email from -> Remove $fullname (Jira) or type in another name e.g. Jira Service Desk System.

Agent name should be hidden now, tested it with 2 Mails.

+1

Another vote for this issue.  We are really looking for the ability to have our JSD Cloud notifications come from our company  (i.e. "Acme Support") instead of a specific individual full name.

Why atlassian never care about the customers? 1day job for a beginner....

FYI, this setting, is causing emails that the HelpDesk shouldn't be seeing, due to HIPAA and other compliance reasons to be sent to the wrong people.  Since Jira sends out emails in the format of "Firstname Lastname <EmailAddress@domain.com>", users are replying to "Firstname Lastname" thinking they are sending it to that person, when in turn it is sending the emails to the HelpDesk Email address.  This is a major security / compliance issue that needs to be addressed.

I am also waiting for an update.

It should be possible to

1. Reply as a functional name ("Acme Support")
2. Reply as a personal name ("Annie Brown")
3. Reply as a combination ("Annie Brown (Acme Support)")

as a configured choice.  Some desks need a more personal approach, some need a more 'corporate' face, some want to take the middle road.  

Atlassian, could we please get a response?

I need this fixed as well. Any progress?

C'mon guys this has been an issue for over 3 years now. Fix this one!

Any news on this one.

How has this not been addressed yet???! 

My 2 cents: this is a basic feature and working with Jira Core / Software but not with JSD?

We're in need of this fix to. This is very confusing

Please work on that. It's about time now

Need solution. Thank you.

We require the same. Certain service desks don't want individual names displayed to the person submitting the request. Just a generic "Widget Support" type of display name. Please add!

Hi,

this is a key feature for a helpdesk solution to specify such settings.

When can we expect a solution for this?

@ivar if you're desperate for a fix (as I was) then try the solution I posted.

Desperately need a fix for this!

Here's a solution we came up with which works around this limitation in JIRA Service Desk. It uses Postfix smtp_header_checks to rewrite the headers of outgoing email. Providing instructions here to help other people searching for a solution to this problem. Hope it helps someone.

To rewrite the FROM name and FROM email addresses from JIRA and/or JIRA Service Desk:
1. Install Postfix either on this server or on another trusted server you can administer.
2. Configure the Postfix server to relay email to the Internet.
3. Now configure Postfix to rewrite the outbound emails from JIRA.
4. Create the smtp_header_checks file to set up the rewrite rules.
5. A simple rule (uses regex syntax) would be like:
/^From:.*jira-support@domain.com.*/ REPLACE From: Support <support@domain.com>
If JIRA Service Desk sends an email from "Bob Agent" <jira-support@domain.com> it will be replaced with "Support" <support@domain.com>, standardising the FROM name of the email from JIRA Service Desk.
If the Customer triggers a workflow and the email has the customer name:
"Customer Name" <jira-support@domain.com> will be replaced with "Support" <support@domain.com>
You can add as many rules as required and target any part email header.
Useful if you have multiple email addresses that JIRA Service Desk sends from.
6. Edit the Postfix main.cf file, typically /etc/postfix/main.cf
7. Add the line: smtp_header_checks = pcre:/etc/postfix/smtp_header_checks
8. Restart Postfix
9. In JIRA Admin, /secure/admin/OutgoingMailServers.jspa Change the Outgoing Mail, SMTP Mail Server to use a Postfix server as the destination.
10. All email from JIRA and JIRA Service Desk will be delivered via Postfix.
11. Test and verify OK.
12. Adjust configuration as per your requirements.

This solution was based on this answer in the CentOS Stack Exchange, http://serverfault.com/questions/717719/how-can-i-strip-or-rewrite-the-senders-name-of-a-from-address-when-using-postfi#answer-724468

C'mon guys. Fix this issue already.

A must have! This is causing JIRA to be seen as a tool that creates confusion. I'm attaching an example on how a double entry appears in outlook and opens the door to many communication misunderstandings. Please let me know if you need any extra info on this.

All related issues are closed even this bug hasn't been solved.

Here https://jira.atlassian.com/browse/JSD-3597 I found it was cloned as https://jdog.jira-dev.com/browse/QUALITY-483 but we have not access there => we don't know the actual state of this issue.

This suggestion is the reason why we can't open the mail channel for creating issues because of people don't look in their Outlook auto complete address (mail) and read the name and send it to JIRA.

This is a very annoying problem for many teams I have rolled this product out for. Please consider prioritizing this request. I'd rather not have to push customers to make their own accounts just to vote on this issue, but I can say it's pretty universally loathed.

I assume this will be resolved as part of a larger theme to rework the email notification portion of the product.

aliciam My workaround is to change our staff "Full Names" to be "Firstname Lastname (via tech support)".

But we'd much prefer it if this was fixed and JSD would honour Jira's config for From name.

This is quite an annoying problem. Anyone know of a workaround?