Including 3rd party support emails into customer generated tickets

Question

All -

Often, when a customer submits a ticket, our support team must engage our partners to help resolve the customers problem.

We'd like a way to include our partners support email as part of the request that the customer opened. So, this would would provide visibility to all parties as the problem is being worked in our support project.

Would I just need to add our support partners email to the "participants" field. By doing so, when our partners support resource responds, all parties on the ticket would be notified via email that someone responded?

My concern is that our partners also use other service management tools, they don't all necessarily use Jira Service management.

Any additional information would be helpful here.

Cheers!

Fabian Lim · Answer

Hi @Matthew Pears

Your support partners can be added as participants. Follow this kb article that explains how it would work:  https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Regards

Krzysztof Bogdan_7jbfga · Answer

@Matthew Pears 
In this case if I understand correctly - you could generate unique share link to issue (https://marketplace.atlassian.com/apps/1220441/external-share-for-jira?hosting=cloud&tab=overview) and send to support@

Matthew Pears · Answer

@Krzysztof Bogdan - thanks for your response. Although, I don't think this is what I am looking for.

In Jira Service Management, I've configured it to send emails from the issue to the customer already. The customer then responds to the jira automated support email containing our message, which then is viable by our agents in the comments section of the issue.

Our problem is that sometimes we have to loop in our partners support teams using their support@ emails. to keep our agents, customers, and partners in the same ticket, I am trying to understand the best way to accomplish this.