Hi @Klara Haglund and welcome to the Community,
There is no way to contact a customer without them opening a Request first. It's always a "Push" from the customer's side in form of a Request opened per Portal or other channels.
If you want to contact the customer without a request you'll need their Email-Adress and contact them outside Jira. The communication won't be tracked, unless you use the Email-Adress that is connected to your JSM project. In that case, the Customer's reply will trigger the Issue creation (if configured) and you have the Email text as the Issue's description.
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