Jira service desk cloud - answer issue with email / attachment

Question

Hello,

(excuse me for my poor English)

Jira service desk offers the possibility to communicate with customers only via email.

The problem is that attached images or documents sent by the “service desk team” to other users can only be downloaded via the portal (users are forced to sign up and login).

Is there a possibility for the users to view attached files directly via email (without logging in)?

Thank you in advance for your response.

Vladimir Horev - RaleyApps · Answer

Hi Clement,

You can send attachments inside email using our add-on Raley Email Notifications

Here's an article that explains what's possible and how to configure it.

Please ignore the fact that it is under "server" section of our wiki - the same concept applies to cloud as well.

Best

Vlad

Olga Videc · Answer

Hello,

First, let me correct you, Service desk offers to communicate through portal and email.

You can create users for your customers, it will not consume any license.

This is how you create SD users

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html

I'm afraid that what you're asking is not possible it's a  knowns issue

https://community.atlassian.com/t5/Jira-Service-Desk-questions/JIRA-Service-Desk-Attachments/qaq-p/652549

https://jira.atlassian.com/browse/JSDSERVER-3371?_ga=2.163249596.1675240550.1543736274-899529972.1531837689&_gac=1.40616854.1541511318.EAIaIQobChMIvuTOifG_3gIVipztCh1L0ASrEAAYAiAAEgJ0kfD_BwE