Sender address is my company domain when customer replies in cc

[Carla Gonzalez]

Hi everyone, 

I’m using JSM Cloud for external technical support and have some questions regarding the clients’ experience when they ‘cc each other.

In the following scenario:

1. Customer #1 asks a question.
2. Agent replies.
3. Customer #1 cc’s their colleague: customer #2.
4. Customer #2 receives the automated notification participant added.
5. Customer #2 replies to the email.
6. Customer #1 receives customer #2’s reply… but the sender address is support@mycompanyname.atlassian.net.

This makes it look like customer #2’s email is coming from my company. It has my company sender address, logo, etc. but they’re NOT in my company. This is very misleading!

Is anyone else experiencing the same issues? Do I just have this portion of the system set up incorrectly?

Please let me know if more details would be helpful, I can attach screenshots.

Carla

[Marc - Devoteam]

Hi @Carla Gonzalez 

Check out the email address used in the notification scheme on your JSM project.

See documentation, this will require help from your mail and or network admins in you company as well.

[Carla Gonzalez]

Hi @Marc - Devoteam thanks for your response. 

We did set that up so that the sender is support@mycompanyname.com. This makes a lot of sense when an agent is replying to an issue. However, when an external customer cc's their colleague, it seems like their answer is also from support@mycompanyname.com. 

In the documentation you sent, it said "This email address will now be used as the sender address in all email notifications sent by this project." 

Are emails by external customers considered "all notifications"? Is there any way to treat emails by external customers differently from an agent's, since they are indeed different? 

Carla

[Marc - Devoteam]

Hi @Carla Gonzalez 

No as they are not, the setting is that all email from the JSM project will use the setup sender address.

So on any action the agent makes or the reporter of an issue the mail notification will user the setup sender address.

There is no differentiation option, if the action is done from the portal or backend by the agent.

[Carla Gonzalez]

Hey @Marc - Devoteam , thanks for clarifying that. 

That's really not ideal, but I imagine that we're not the only ones that are using the system this way and have come across the issue. Do you have any recommendation on how the system can be setup to avoid this confusion? Maybe there's other settings that we haven't considered. 

Carla

[Marc - Devoteam]

Hi @Carla Gonzalez 

But also what you provide as the story.

The customer 2 gets added as a participant this mail is coming from JSM, if the participant replies on that email, that reply is added as a comment on the issue.

That comment is seen as issue commented and the original reporter of the issue gets notified that a comment is added, that email is from the system.

So I don't see the issue in your request, as all mail in your story is sent from or sent to JSM

The reply done by customer 2 is not directly to customer 1 but goes via JSM.

[Carla Gonzalez]

the issue is that when customer #2 replies to the email, since the email comes from the system, it looks like it's our company staff that sent that reply. 

Since everything goes through JSM, it looks like the customer #2 works at support@mycompanyname.com.