JIRA Service Desk: Can an external third party be involved via email?

Hello! :-)

We are evaluating JIRA Service Desk and plan to use it as Self-Hosting (Server). We are going through the documentation and have some questions.

Can an external third party be involved via email?

Example: A customer mails a request and it is turned into an issue. To solve the issue the agent has to contact an external third party via email (WAITING FOR THIRD PARTY). The external third party answers via email and the issue status is updated. The agent can process the issue and solve/close it. 

Is that possible?

Any help would be really appreciated. Thank you. :-)

2 answers

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Christoph Thomas Community Champion Jul 21, 2017

Hey Susi - I guess this was just implemented in the latest version of JIRA Service Desk. Otherwise you could add the third party to the issue so that they can answer via email (which leads to the creation of a comment that the customer can see too) or you create a separate issue for the communication with the third party in the JIRA Service Desk project so that the customer does not see the comments.

Any special reason you don't want to have the third party being involved as a Service Desk collaborator (consuming a normal JIRA license, no Service Desk agent)?



Thank you for your assistance, Christoph. Your answer cleared my confusion on how to handle communication with third parties (comments that the customers can and can't see). Have a great day! :-) 

Christoph Thomas Community Champion Aug 10, 2017

You're welcome Susi, glad to help :) have a great day too!

I have a similar request, we have a number of third party vendors that have their own ticket system. We would like to track the communications between ourselves and the third party in the same Jira ticket, however keep them as internal communications. 

Ticket is raised by client, we need to involve third party vendor, ideally from a custom drop down field, we select the vendor and the comments get sent to that vendor. They reply via email and the comments get update but only visible by us internally.

The vendor response could be too technical for the end user or contain information held under an NDA. 

We would then decide on the next step to the client.


Do you have any examples on this type of workflow. 




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