Send ticket to an email and receive their reply as a comment

[reem alrashoud]

Hello,

I'm setting up a service desk to receive tickets.

Some of the tickets I receive I want to send to vendors,

Is there a way to send out those tickets to the vendor's email in a way that when they reply to it I can see it in the comments.

I know Email This Issue but I'm not sure if it does exactly the same?

[Angélica Luz · Accepted solution]

Hello Reem,

Welcome to Atlassian Community!

When we need to share a ticket with someone that is not a user in the site, we can add them as Request participants, so they will receive a notification to access the ticket through the customer portal.

The Request participants is a field available for any ticket in a Service Desk project.

For them to receive the notification, just make sure that the "Request type" field is not empty.

• Add request participants from the issue view
• What are request participants? 

If you have any other questions, please let us know.

Regards,
Angélica