At the moment the Outgoing mail SMTP mail address used by the JSD is the same used by Jira as well and with the following behaviour:

• customer mail the JSD incoming mail channel address setup by you
• an agent reply to the ticket and Jira use the smtp mail server configured in Jira globally to send back to him the notification, BUT while sending the e-mail, automatically add the reply-to parameter with the JSD incoming mail address.
• therefore when the customer press reply to comment again the support ticket, the e-mail will be sent to the JSD incoming mail address setup and the comment will be added to the ticket.

Please provide the possibility to setup a separate SMTP mail address for Jira Service Desk projects/channel so that the mail notifications sent to customer arrive from the same address set in the Jira mail handler.