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.

It seems like my only solution is to change everyone's name to Customer Support... that's going to cause all sorts of problems.

I'll add my comment as to why this is an important problem to solve - anti-phishing/spoofing protection:

Our email system has anti-spoof features to specifically prevent From field spoofing – which is prevalent in C-Suite phishing attacks. 

E.g: 

Correct CEO email:   John Doe <jdoe@globalspec.com>

Spoofed email:  John Doe <phisher@phisingdomain.com>

Users will see the CEO’s name and often assume it’s legit.  So our system has the ability to enter the first and last names of users and it does smart and fuzzy regex matches against this to prevent spoofing. 

Jira’s system spoofing the user name in the email address From field prevents emails from some of our users from being delivered properly to any user that we're protecting via the anti-spoof mechanism. 

We don’t want to have to disable this feature on our email system as it’s important for anti-phishing. And I don't want to white list an email address to bypass all the security that the system provides - ESPECIALLY our service desk email addresses and this can be easily abused.

On top of this, you have a global setting for Email From field configuration, yet it doesn't apply to all email.  Which means it's not truly global.  It only impacts internal emails, not customer emails.  Customer facing email are arguably more important than internal, as our IT department should be able to detect a phishing email, but but necessarily our Sales or Marketing department users.

This should be an incredibly easy fix to make this field customizable.  And PLEASE make it customizable per project, not just via the Global Setting.  The Global should be the default setting, which can be overridden on a project level. 

No updates on this since 8 March 2021 ?

This is a persistent problem as JIRA's behavior intersects with modern social engineering techniques, to increase the credibility of Jira with our users this behavior must be configurable so that we can simply have a clear and unambiguous demarcation between automated messages and personal messages consistent with the practices of all other systems (and consistent with the expectations of contemporary email security).

Outlook phishing email filter actually flagged this as problem.

yes...............what are you waiting for?

+1

+1

Please, add this future

Please make improvement asap.

We are already halfway through August and even without news, what have you decided? We are many people waiting for this improvement to be made that it would not be so complicated, they could place a Sender field and be taken into account instead of the Full Name field

+1

+1

+1

+1

+1

+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.

+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.

Hello, can we get an update where this is in the Feature request list?

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.