Tickets from External senders

Question

We want to accept emails and create issues from external users.  We have the email part working, but is there a way to email the original sender to advise them that the issue has been opened and then let them reply to the email to make updates?

I see the only way to send an update/notification is to send to "reporter," but in that case the sender would have to be a user and I cannot license everyone in the world to be a user (or at least everyone in my company).

Any help or advice?

Benjamin Soehngen · Answer

It's on Prem. No we are going to use Service Desk when we have an external product that we will be supporting. For now we are using Core for some internal business processes and we just can't create a user for all employees. Therefore, we can't set a reporter notification. Is there another way to notify external people?

I don't think your response answers the initial question I had. But of course appriciate your answer.

Shawn Masters · Answer

Cloud or On Prem?

Service Desk im guessing?

In the cloud version in project settings you can tailor messages to them via 'Customer Notifications' The templates are CSS and HTML format.

You control who and when those notifications go out via the project notification scheme.

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html