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How To Add An External CC person to Reply to Customer Message

Anne Vomm

Hi,

What is the best way to add an EXTERNAL (not registered in Jira) email address to "Reply to Customer" in Jira ticket? So basically CC to an other person that is not in Jira.

Jira request has Request Participants. My assumption is that if I could add an email address in this list, the email address would receive request related notifications. It looks to me that I am not able to add anyone who is not already registered in Jira. Pre-registration of each CC is not an option for me.

Thank you in advance for your kind feedback,

Anne

Accepted answers

Dirk Ronsmans

Hi @Anne Vomm ,

Only way I can think of doing this would be using an Email app. I personally have done this with JETI (Jira Email This Issue). This app can take an email address from a custom (free text) field and you can use those in custom templates.

This will mean adding the email in a custom text field (but they wont be a real user) and moving the templates from the default notifications to the JETI notification system.

Out of the box, I don't see how you can do it without creating the cc-person as a user/customer.

You do have the possibility to set your customer permissions to share with anybody (even a random email address) so mabye that is something to look in to? it will still be several steps and you'll have to open the issue on the portal to use the "share with" functionality (which adds the user then in the request participants) but sadly its not possible from the agent view

All comments

Dirk Ronsmans

Hi @Anne Vomm ,

This will mean adding the email in a custom text field (but they wont be a real user) and moving the templates from the default notifications to the JETI notification system.

Out of the box, I don't see how you can do it without creating the cc-person as a user/customer.

Anne Vomm

Thank you for your reply! That sounds like a workaround with a lot of work. Probably it will not be an efficient solution in my case.

So hard believe that such a simple and kind of self-evident feature is not available in Jira itself.

Luke Poga_aeyzmi

Jira developers dont use JIRA obviously.

touchlineconnect

We are looking at switching from another support desk product to JSM and this is a must have. We are frequently including external emails in replies to our support tickets.

Alexandra Wolff

Hi @Anne Vomm ,
we are currently using the request participant field in Jira Service Management projects to add an email address in CC. The person you would like to add in CC does not have to be registered but the must be a customer of your project.
So if you first add the address as a customer to your project and afterwards put the email address as a request participant it will be working.

Best regards,

Alexandra

Igor Medeiros - Modus Create

Hi @Anne Vomm

Not sure if you are open to use 3rd party apps to solve this, however, I'd like to invite you to check out our app:

Notification Assistant for Jira

It allows to create fully customizable notifications based on filters (priority, field values, specific triggers, etc.) and set recipients accordingly.

Feel free to reach out.

touchlineconnect

Thanks Igor. Yes I'm interested. I will take a look at your app. We are assessing JSM as a potential alternative to our existing help desk software and this is an important feature we want and need.

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