Email Service: External Receipient

[Josh Drake]

For our desired purpose, we want to be able to send emails to a third party, preferably not viewable to the customer. Is this possible via JIRA? I understand it is simple to simply use another platform, but it would be convenient to have both lines of communication under one roof, so to speak.

[Christopher Yen]

Hi @Josh Drake , 

Welcome to the community! Will this be an automated email? Unless the customer is added as a recipient to the email I don't believe it shows anywhere on the ticket for the customer at the moment. 

[Josh Drake]

Hello Christopher.

Thank you for the welcome! It won’t be automated. To clarify, we act as a sort of “middle-man,” typically communicating with two parties per issue: the customer and a third-party (the target). Ideally, we’d like to manage both conversations from the same issue—specifically, we’d like to communicate with the third party without that communication being visible to the customer. Is that possible?

Additionally, if it is automated, what were you thinking?

[Christopher Yen]

Outside of automations I'm not aware of a built in email interface in JSM where you can draft an email on the fly to an external recipient. 

One workaround I've done in the past is to create a custom field called "draft email" then a manual trigger automation that sends an email with the contents of that field and then clears the field. You can see in my case I had to add a comment with a copy of the email sent, so without that step the customer should not see or receive anything or you can make it an internal comment if you'd like confirmation and logging of what was sent with it staying hidden from the customer. 



not the most elegant solution but gets the job done for us. 

[Oscar Yeung]

Hi @Josh Drake 

Christopher Yen's solution using automation is definitely a valid workaround that can get the job done. It's a clever use of custom fields and automation rules!

However, if you're looking for a more comprehensive solution specifically designed for this kind of external communication, I'd recommend checking out our Notification Assistant for Jira app. It's designed precisely for cases like yours where you need to manage communication with external parties directly from your Jira issues.

With Notification Assistant, you can:

• Send targeted emails to third parties directly from Jira issues without them being visible to customers
• Use customizable templates for your external communications
• Set up different notification rules for different recipients
• Keep a clear audit trail of all communications within Jira

This would allow you to maintain both customer and third-party communications within the same issue while keeping them completely separate, exactly the "under one roof" solution you described.

You can find it on the Atlassian Marketplace here: https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email

Let me know if you have any questions about how it might work for your specific workflow!