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Send email from Jira Servicedesk to external address from within the ticket

Martin Kingo Kristensen

Hi,

I am new to Jira Servicedesk and are in the process of setting it up.
One of the functions I want to set up is the ability to send email to a external email from within the ticket. - but I am not able to find that in the Service Desk /Project settings. can you guys help ?

Here is a case example:
Customer creates a ticket and it is handled by a local agent. - the agent sees that the problem is a hardware issue and needs to contact the hardware vendor.
now the agent want to send a email to the hardware vendor from the service desk to he can keep all the info/communication tied to the ticket.

Is that possible?

Accepted answers

Ivan Tovbin

Hi Martin,

Not out of the box, no. However Email This Issue addon can easily do it.

All comments

Ivan Tovbin

Hi Martin,

Not out of the box, no. However Email This Issue addon can easily do it.

Martin Kingo Kristensen

Thank you! - I will give it a try.

- Martin

Steve Ashton

Hi Ivan, sorry to drag this topic up but it sounds like you might be able to help me.

I need to be able to email a third party vendor from a ticket without this resulting in new notification emails for them after the initial email.

I basically want to capture the outbound message to them but not make them a part of the ticket - they are just someone we need to request info from.

From your experience, does this App all that sort of shallow access to the Project?

@Martin Kingo Kristensen - any feedback on this topic also?

Thank you

Steve

Alexandra Lemke

Hello @Steve Ashton ,

were you able to find a solution? I am looking for the same functionality like youand would appreciate your insights.

Thank you.

Best regards,

Alexandra

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