Generate email when a ticket is updated for non jira email

Question

Hi,

I have a use case where external customers can raise tickets. We intend to have a façade which generates the tickets on behalf of the customer in Jira Service Desk.

Now looking through the support documentation, it states that I have to create a JIRA user if the user is to be notified. We don't really want to create all the external users in Jira.

Is there a way to create a custom field and generate notifications when the ticket is updated ?

Andrew Laden · Accepted Answer

Take a look at the "Jira Enterprise Mail Handler" (JEMH)

https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=server&tab=overview

https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/2850947/Configure+JEMH+for+a+Helpdesk+environment+from+scratch

Boris Berenberg - Atlas Authority · Accepted Answer

If you're using Service Desk, why don't you want to create users for them? Otherwise yes you can use a third party plugin like JEMH that Andrew linked, or we make https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=datacenter&tab=overview which also solves for this use case.