Logging this here to see if anybody has had this problem before and if they found a fix or workaround. We did log a ticket to Freshworks directly but seem to have come to a dead end but also no real idea why this happens.
So this relates to the JIRA add on that links from FS to jira. We use JIRA for development and so some tickets get linked into JIRA and await updates.
The problem we have is that when updates come through they are pulling my name as the person who is updating from JIRA when it is not me and the email addresses and accounts do not match so for some reason it is showing my FS account as the updater which can get confusing.
Also the linked account on API to the JIRA area is a generic account we created but it does not pull from that one.
We did try a little work around which was to change my main account in FS to a generic IT admin account and this worked briefly but when i then created a brand new account in FS with my name Martin DG it found that one again and took over for the comments from JIRA.
Additionally when we actually deactivated these accounts which were org admin ones it then moved onto one of my colleagues names but they are not an org admin.
It seems that for some reason FS is pulling names in some sort of order to link as the updater name for JIRA comments.
We were told this could be fixed by everyone having open profiles in JIRA but this would not work well as the logins for FS are different for JIRA and so would create a new account in FS, we tested this.
I hope this might make some sense but basically we wanted to see if there was a way of fixing thsi issue as it is very confusing when updates are added in JIRA it is showing as me posting the updates when this is false.
@Chris.W had reported this before to FreshWorks