Automating message sent to external parties

[ZY]

Hello, I'm trying to automate email sending to external parties and receive document back from them. However I don't want them seeing any internal communication we're having in the ticket or any updates to the ticket. I know we can do this via changing workflows and notifications however there are other limitations to that. Any other suggestions?

[Melo · Accepted solution]

Hi @ZY, welcome to the community!

To adjust email communications for external parties without sharing internal updates, it's wise to customize your customer notifications. Here’s a quick guide on how to do it within your project settings:

1. Navigate to your Jira Service Management project.
2. Go to Project Settings (usually found at the bottom left of your project page).
3. Look for the Notifications section.
4. In Notifications, you'll find Customer Notifications.
5. Here, you can review and modify the notifications sent out to customers. This means you can disable any alerts that might share too much information or are unnecessary for external parties.

More information about customer notifications: https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/ 

Utilizing the internal comments feature in Jira Service Management is an effective strategy for internal communications. This ensures that your team's discussions remain confidential and aren't visible to external parties.

I hope this helps.

Cheers,

Melo

[ZY]

Worked. Thanks Melo!