Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How To Add An External CC person to Reply to Customer Message


What is the best way to add an EXTERNAL (not registered in Jira) email address to "Reply to Customer" in Jira ticket? So basically CC to an other person that is not in Jira.

Jira request has Request Participants. My assumption is that if I could add an email address in this list, the email address would receive request related notifications. It looks to me that I am not able to add anyone who is not already registered in Jira. Pre-registration of each CC is not an option for me. 

Thank you in advance for your kind feedback,





1 answer

1 accepted

1 vote
Answer accepted
Dirk Ronsmans Community Leader Mar 29, 2021

Hi @Anne Vomm ,

Only way I can think of doing this would be using an Email app. I personally have done this with JETI (Jira Email This Issue). This app can take an email address from a custom (free text) field and you can use those in custom templates.

This will mean adding the email in a custom text field (but they wont be a real user) and moving the templates from the default notifications to the JETI notification system.

Out of the box, I don't see how you can do it without creating the cc-person as a user/customer.

You do have the possibility to set your customer permissions to share with anybody (even a random email address) so mabye that is something to look in to? it will still be several steps and you'll have to open the issue on the portal to use the "share with" functionality (which adds the user then in the request participants) but sadly its not possible from the agent view

Thank you for your reply! That sounds like a workaround with a lot of work. Probably it will not be an efficient solution in my case.

So hard believe that such a simple and kind of self-evident feature is not available in Jira itself.

Like # people like this

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,628 views 20 12
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you