Send email from Jira Servicedesk to external address from within the ticket

[Martin Kingo Kristensen]

Hi, 

I am new to Jira Servicedesk and are in the process of setting it up.
One of the functions I want to set up is the ability to send email to a external email from within the ticket. - but I am not able to find that in the Service Desk /Project settings.  can you guys help ? 

Here is a case example: 
Customer creates a ticket and it is handled by a local agent. - the agent sees that the problem is a hardware issue and needs to contact the hardware vendor. 
now the agent want to send a email to the hardware vendor from the service desk to he can keep all the info/communication tied to the ticket. 

Is that possible? 

[Ivan Tovbin · Accepted solution]

Hi Martin,

Not out of the box, no. However Email This Issue addon can easily do it.

[Martin Kingo Kristensen]

Thank you! - I will give it a try. 

- Martin 

[Steve Ashton]

Hi Ivan, sorry to drag this topic up but it sounds like you might be able to help me.

I need to be able to email a third party vendor from a ticket without this resulting in new notification emails for them after the initial email.

I basically want to capture the outbound message to them but not make them a part of the ticket - they are just someone we need to request info from.

From your experience, does this App all that sort of shallow access to the Project?

@Martin Kingo Kristensen - any feedback on this topic also?

Thank you :)

Steve

[Alexandra Lemke]

Hello @Steve Ashton ,

were you able to find a solution? I am looking for the same functionality like youand would appreciate your insights.

Thank you.

Best regards,

Alexandra

[Steve Ashton]

@Alexandra Lemke , unfortunately no progress from my side. My company has a global installation and they are very cautious about addons in general. 

I still feel that the addon mentioned above (email this issue) will be a winner for my needs but have no way to even test it without the permission of the global IT team. I am confident we can get at least a trial as the addon is CLOUD FORTIFIED which carries a lot of weight in the company.

I will report back when I have a result in the hope it helps others and perhaps even Atlassian can notice this feature as a possible addition to the basic software - it is a useful one for today's need for sure.

cheers

[Steve Ashton]

The business agreed to the installation of a plugin that allows JSM to create emails from inside a ticket. Winning now :)

[Alexandra Lemke]

We eventually went for the plugin M365 for Jira, which works well overall.

[Steve Ashton]

@Alexandra Lemke This has been working seamlessly for us. It does take a few seconds for the email modal to appear but having email traffic saved within the ticket without involving the recipient in the ticket traffic is a huge win.

We keep much better records of the emails now and it is great when reviewing issues. The emails are now also discoverable by searches and Ai which is even better.