Choose how customer notifications display the sender name
When your customers get email notifications, the ‘from’ field (sender name) in the emails can appear to be different users or the name of the portal, depending on how the notifications have been generated from the service space. As a result, the customer may be under the impression that they can contact the agent directly by replying to the notification email when they see the agent’s name in the ‘from’ field of the email. In fact, all the emails are sent from the notification email address configured for that service space (jira@<instance-name>.atlassian.net is the default email address for sending customer notifications). Read more about customer notifications.
Space admins can configure how customer notifications display the email sender name.
From your service space, select Space settings, then Notifications, then Customer notifications.
Find the Sender name section and select an option for your service space.
Sender name options
Display the user’s public name for user-generated messages. Otherwise, display the portal name
When the service space generates the notification, the customer will see the service space’s portal name as the email sender. For example, the ‘request created’ type of notifications are usually generated by the service space.
When a user generates the notification, the customer will see that user’s public name as the email sender. For example, the ‘public comment added’ type of notifications are usually initiated by the admins or agents. The user’s public name is the admin’s or agent’s display name on Atlassian public forums such as Atlassian Community.
Always display the portal name of this service space
Customers will always see the service space’s portal name as the email sender regardless of whether the notification is generated by the service space or user behavior.
If needed, you can change the service space’s portal name by going to Space settings, then Channels & self service, then Portal, then Portal name.
This page is for company-managed spaces
To check whether your space is team-managed or company-managed, select More actions (•••) next to the space name in either the header or the sidebar. At the bottom of the menu that opens, your space details will be shown.
More about the difference between company-managed and team-managed spaces.
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