Corresponding with external emails within a ticket

[Robert Ware-Lane]

I have support tickets that are raised via email and don't come through a portal.

Sometimes these tickets require that we outsource work to an external company and this requires adding in an external email address midway through a ticket.

With our old system we could just 'CC' within a service ticket and easily add extra people to a conversation.

Is there a way to do this within Jira Service Management?

[Bruna Silva]

Hello @Robert Ware-Lane,

Thank you for reaching out to Atlassian Community!

As mentioned in this document, anyone with access to the service project can add request participants by including the participant's email address in the "To" or "Cc" field when creating the request via email or replying to a request's email notification. You can find more details about request participants in the following document:

• What are request participants?

For customers, it is important to note that the permission to add request participants to the request is managed by Customer permissions:

• For Company-managed projects: Project settings > Customer permissions > Customer sharing
• For Team-managed projects: Project settings > Channels > Customer permissions > Customer sharing

More details about customer permissions can be found in the document below:

• Change project customer permissions

If you have any questions or need further assistance regarding this matter, please let us know.

Regards,
Bruna