How to send email to external shared mailbox when a ticket is created by a user?

[Terrell Bryant]

When setting up notifications in the notification schema, the single email address does not work. I want an email to be sent to my team when a ticket is submitted to my team's project.

[Mark Segall · Accepted solution]

Hi @Terrell Bryant and welcome to the community!  Assuming your team are set up with the project role Service Desk Team or equivalent you could set up the following on Issue Create:

[Terrell Bryant]

Is sending a notification to an external email, not an option? I would like the emails to be sent to an Outlook shared mailbox for my IT team to see.

[Mark Segall]

Ahh - Sorry misunderstood the request.  Yes, you can do this with automation.  Here's an example:

[Terrell Bryant]

This is exactly what I was looking for thank you so much, I will have to learn more about the automation tool.

Thanks, much appreciated!