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  1. Jira Service Management Data Center
  2. JSDSERVER-702

Use Jira's 'Email From' configuration in Jira Service Desk Notifications

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Atlassian Update – 4 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’.

      We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

      The related public bug ticket (JSDSERVER-3597) will be reopened and triaged accordingly - please follow progress on that ticket.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Atlassian status update as of 17th Sep 2018

      Hi All,

      Firstly, thanks for your feedback, passion, and advocacy for this suggestion. Please accept my apologies for allowing this issue to remain open for some time without clear direction from Atlassian.

      We're always working hard to improve Jira Service Desk for every user, by balancing the short and long-term needs of our customers. In this instance, we’re exploring the right approach to address this fix and would continue to gather interest as we come up with an approach that works for the majority of our customers.

      Please watch the ticket for any future updates.  

      Thank you,
      The Jira Service Desk Team

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently, JIRA Service Desk's From field in its email notifications shows the user's Full Name (Display Name):

      This is hard-coded in JIRA Service Desk on ServiceDeskEmailImpl.scala. As a JIRA Administrator, I'd like to have this following the Email from configuration of JIRA's General Configuration.

      Currently, this format can cause confusion for users, as it is not clear that replying to the email will send the reply to JIRA - as it shows the user's name, the user may think he's replying to the sender's email directly.

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            [JSDSERVER-702] Use Jira's 'Email From' configuration in Jira Service Desk Notifications

            Charlie Marriott added a comment -
            Atlassian Update – 4 March 2021

            Hi everyone,

            Thank you for your interest in this issue.

            After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’.

            We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

            The related public bug ticket (JSDSERVER-3597) will be reopened and triaged accordingly - please follow progress on that ticket.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 4 March 2021 Hi everyone, Thank you for your interest in this issue. After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’ . We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention. The related public bug ticket ( JSDSERVER-3597 ) will be reopened and triaged accordingly - please follow progress on that ticket. Kind regards, Charlie Jira Service Management, Server & Data Center

            Michelle de Bruijn added a comment -

            This issue is very confusing for our customers. Because they think they replied directly to the sender's email, they keep waiting for answers that don't come, and they get annoyed. Rightfully too. We've tried workarounds in our notifications: texts like "don't reply to this email" etc, but new customers still keep pressing the REPLY button. That's just how it goes.

            Also: when Jira Service Desk is sending mails as an user, the contacts list of the receiving party get's polluted. This resulted already in sending emails to a no-reply email address and therefore it never reaches the intended party.

            Why is this issue still under investigation?

            Michelle de Bruijn added a comment - This issue is very confusing for our customers. Because they think they replied directly to the sender's email, they keep waiting for answers that don't come, and they get annoyed. Rightfully too. We've tried workarounds in our notifications: texts like "don't reply to this email" etc, but new customers still keep pressing the REPLY button. That's just how it goes. Also: when Jira Service Desk is sending mails as an user, the contacts list of the receiving party get's polluted. This resulted already in sending emails to a no-reply email address and therefore it never reaches the intended party. Why is this issue still under investigation?

            Peter Rush added a comment -

            Agreed!  See above comment from Markus ^^^.  It has been 6+ years and you are still "Gathering Interest"?  Come on Atlassian, this is poor showing.

            Peter Rush added a comment - Agreed!  See above comment from Markus ^^^.  It has been 6+ years and you are still "Gathering Interest"?  Come on Atlassian, this is poor showing.

            Markus Pöhler added a comment -

            WE NEED THIS URGENTLY TO GET THE E-MAIL CHAOS PRODUCED BY Jira UNDER CONTROL!

            Markus Pöhler added a comment - WE NEED THIS URGENTLY TO GET THE E-MAIL CHAOS PRODUCED BY Jira UNDER CONTROL!

            George Stoyanov (Nemetschek Bulgaria) added a comment -

            Hi

            We  are waiting for this fix too. Any update here?

            George Stoyanov (Nemetschek Bulgaria) added a comment - Hi We  are waiting for this fix too. Any update here?

            Francesc March added a comment - - edited

            It is an important issue, lots of users send emails to agents on Jira Service Desk general email, so that emails are lost. We have to check the account and redirect them one by one and ask the user to update the agent email.

            A general name can be great, but adding a prefix to the agent can solve most of problems.

            Francesc March added a comment - - edited It is an important issue, lots of users send emails to agents on Jira Service Desk general email, so that emails are lost. We have to check the account and redirect them one by one and ask the user to update the agent email. A general name can be great, but adding a prefix to the agent can solve most of problems.

            osztrovszkyzs added a comment -

            ping

            osztrovszkyzs added a comment - ping

            Anna Jackson added a comment -

            Can there be an update on this? This is an important Service Desk feature, where interacting with customers should ALWAYs be done through the service desk name, rather than the agent's name.

            Anna Jackson added a comment - Can there be an update on this? This is an important Service Desk feature, where interacting with customers should ALWAYs be done through the service desk name, rather than the agent's name.

            Ling-Xiao Yang added a comment -

            So fortunate we are still testing and haven't actually switched to Jira. It seems that the issue has been causing many miscommunications since 5 years ago. This is a severe bug particularly unfriendly with cloud versions, which we may have to give up.

            Ling-Xiao Yang added a comment - So fortunate we are still testing and haven't actually switched to Jira. It seems that the issue has been causing many miscommunications since 5 years ago. This is a severe bug particularly unfriendly with cloud versions, which we may have to give up.

            Mark Johnson added a comment -

            Can we get an updated status on this from Atlassian ASAP?
            We have all been waiting for a long time for you to Gather Interest.
            It seems obvious to all of us that there is interest, and from some comments above, Atlassian is losing business because of this problem.

            Mark Johnson added a comment - Can we get an updated status on this from Atlassian ASAP ? We have all been waiting for a long time for you to Gather Interest. It seems obvious to all of us that there is interest, and from some comments above, Atlassian is losing business because of this problem.

              Unassigned Unassigned
              mfernandes@atlassian.com Matheus Fernandes
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