Unable to manually enter a new reporter email

[Arlene OConnor]

I went through many different forum questions but none seem to address my particular issue.

Our Customer Support center has moved over to JSM as their ticketing system.  All their tickets are emailed requests from external customers.  Some of their tickets are generated by automated means (ex. requesting a refund button) which sends these requests from the same email (refunds@_____.com) but the replies should be going to the customer directly.  On the old system, our agents could simply replace the refund email with the email of the customer to reply.  JSM will not allow them to enter the email address of the customer.  Instead, it seems to require adding that email as a customer so they will appear in the dropdown which is not practical given the volume that they handle, and creating new tickets for each request is also very time-consuming.   I have gone into permissions and groups and nothing seems to allow them to manually add a new email as the reporter.

I would greatly appreciate feedback or information to let me know if this is even possible to resolve.

[Kai Becker]

Hi @Arlene OConnor 

thanks for your question. You are totally right with your observations. 
To switch the reporter, which is the main recipient of the customer notifications, it is needed to add them as a customer to the project and request. 

Another option would be to add them as request participants, but that would also send mails back to your refunds addess and might need so extra updates to notification settings.

As of what I can see now, there is no simple solution to send emails back to the customer instead. Best way would be to modify the refund system to pass the customer mail as sender, which might not be easy as well.

One option, using a third party app, could be Email this issue, but I'm not 100% sure if it will solve your problem.