Tickets from External senders

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?

 

1 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

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. 

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

477 views 6 11
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you