Is there a way to add an external email address to existing Jira Service Desk ticket?

Question

We have regular tickets where there is a need to contact one of our users at the alternate email address they have on file (which is their personal email address). This is usually because we have had to disable their internal/work/school email for some reason (account compromise, account eligibility change, etc.).

The easy thing to do would be to add their alternate contact email address as a participant, but when I try to paste in the external email address it says, "No matches" because they do not have an account with that address in our Jira Service Desk portal. We don't need them to reply from that address... we are just trying to get instructions to them and it disrupts the workflow to switch over to an email client... but for now that is what we must do.

Is there any easy way to accomplish this, or is this just a feature request? I know if the ticket is created via email any address copied on the email will have a portal only account created. It seems like we should be able to create one of those accounts from within an existing ticket as well.

Sean_ad2thr · Answer

Thank you for the suggestion. I can create custom fields, but it doesn't look like there is a way to add a custom field as a recipient for a Customer Notification in Jira Service Desk. Then there would also be the issue of the customer not being able to reply because they don't have a portal account.

I'm playing around with creating a linked ticket or subtask using a request form that will allow our agents to create a new portal-only user account for the alternate email address, but that might get more fiddly than switching over to email to send the message... although I can streamline it a bit by adding custom text to keep the language specific.

Miguel Bravo_47hc8r · Answer

Have you tried adding an extra field? Or is that not an available in your case?
Good luck!