How to respond to the customer on different email

alexander.dolgopolov

We are receiving external customer support requests through a 3rd party web form (not via Service Desk portal), which automatically creates tickets in JIRA Service Desk.

How can I configure JIRA Service Desk so that all further interaction with the Customer would go through email, which Customer previously provided in this 3rd party form (i.e. so that upon hitting "reply to customer")? 

Radu

Hi @alexander.dolgopolov ,

Does the web form populate the reporter field with the user that initially provided the info?

Also is the webform using these APIs for customer creation and ticket submission?

Thanks,

Radu