I'm glad it is now working for you Thai!

Just a note to all... please disable / enable our plugin if you have the latest version of Jira Service Desk.

Thank you,

Kelly

Thanks Kelly,

after disable and re-enable. It works perfectly.

I had even restarted the server, but no thing happens. This is surprised.

Thanks a lot again. 

Hi Oscar,

Sorry for the delay in replying... what version are you running of service desk, how many users and what are your server specs.

I haven't had any other reports I'm aware of slowing down the instance... I run the same plugin on my service desk and don't notice any problems.

Thank you,
Kelly

Hi Thai,

Sorry for the delay, you have a newer version of Jira, all you need to do now is disable / enable the plugin and it should work as expected.  It should work fine as we have tested this scenario.

Please let me know if you experience any other issues.

Thank you,

Kelly

Dear Kelly,

It's long time to see this issue again. Do you have any idea about my facing issue?

Thanks a lot,

Chuong

Thanks Kelly,

I'm using Jira 7.12.3 and the reply-to had been set properly.

You can see the "demo 8" that I had

https://ibb.co/vmHr8z3
https://ibb.co/BybmPYg

Hope that you can find something.

Chuong

Hi Thai,

I"m actually the owner of this plug-in and we use it every day... what is your use case and did you verify wherever you are sending this email that the reply-to is being properly set?

Also what version of Jira did you install?

We would be happy to take a look.

Thank you,

Kelly

Hi everyone,

I installed the plugin but it doesn't work like it saying. It still get the FROM address rather than REPLY-TO

Any experience?

Thanks,

Chuong

Hi Kelly

I installed the plugin but it slowed my Jira install to an unusable state. 

Thanks

Oscar

Hi Kelly

I would like to use this tool but I'm surprised about the pricing: we have Jira Servide Desk for 3 users and Jira Software for 25. However, your addon takes our 25 Jira Software users instead of the 3 Jira Service Desk users for purchasing.
And I'm not sure if I want to pay additional 130$ annualy for something only 3 user CAN use (and not the 25 others) and which in fact should be within Jira Service Desk directly.

Kindest regards
Aurel

Hello @all,

We developed a plug-in to handle this situation, you can visit the market place to download and test:

Reply-to Mail Handler - https://marketplace.atlassian.com/apps/1219595/service-desk-reply-to-mail-handler?hosting=server&tab=overview

I was in the same boat as all of you and I know we needed to deal with this issue, because we really love using Jira, and I didn't want it to be a deal breaker for our company.

We also developed a companion plug-in that will match-up users based on their domain, meaning when they submit a ticket, i.e. when the user sends an email, example: kelly@example.com and I have an organization with that same domain in my Jira setup, it will map that users to that organization... I hope you find them helpful.

Organization Automation - https://marketplace.atlassian.com/apps/1219598/organizations-automation?hosting=server&tab=overview

Any questions please do not hesitate to contact me.

I hope you all find these as helpful as we do!

Thank you,

Kelly

We need this as well otherwise integration with other systems is a lot more complicated than it needs to be. 

We also cannot use Jira Service Desk until this critical feature is added.

Atlassian - update please. 

We are migrating from Zendesk and just discovered this critical omission.  Use Reply-To if it exists, otherwise From and all would be fixed.  Atlassian, any chance of a response?  

Please provide an update and an ETA. We are in the same situation where we can't use Jira Service Desk until this feature is added.

Is there an ETA on when the ability to use reply-to field will be available? We basically can't use Jira Service Desk until this feature is added.

I second above comments.

We are using SendinBlue to handle requests sent from our website contact form.

For the last few months, SendinBlue (as with many other transactional email services) does not allow sending email using an (arbitrary) user's email in the "From" field, so we have to put the user's email to the "Reply-To" field.

Without this feature, I see no way to integrate JIRA Service Desk with our website contact form.

P.S. Quick search shows that other helpdesk products have this feature:

https://support.zendesk.com/hc/en-us/community/posts/115009382568-Reply-To-in-Email-to-HelpDesk-Email

https://support.freshdesk.com/support/solutions/articles/225187-can-you-create-a-ticket-using-reply-to-address-in-freshdesk-

Well in our case, the customers can send their comment by email or use a form in the webapplication which generates an email to the same address. So we would also need both: "from" if customer writes email and "reply-to" when the mails comes from the application (due to mail spoofing protection we cannot put the customer mails address in the from field).

This means for the moment JIRA service desk is useless for us until this is "fixed". And it would cost them not too much...

Thanks and kind regards
Aurel

Why not allow for both... if no reply-to in the email header than the normal "from" would be used, if a "reply-to" exists in the mail header than the ticket would be created with the reply-to email address... seems easy enough to me.  This would be a great addition for all the obvious reasons.

Thank you,

Kelly

PS:  just noticed mariusfv1527762922 reply and I second his comment, regarding cloud version, this should work on both versions without question.

We are just moving to JIRA Service Desk and would welcome this feature.

I suggest a config option that can be set on a per-project basis in JIRA Service Desk, to use REPLY-TO instead of FROM for the Reporter field. The default setting can be to use FROM so that no customers are impacted, and those who want to use REPLY-TO can change the option. That is how our old ticketing system handled this very same issue.