How can I mail to a third party from a Service Desk issue?

[Micha]

Example:

A customer raises a request. The agent handeling the request has to ask something to a third party. How can the agent do this and still stay in Service Desk, without switching to a mail program?

I found this add-on, but I would like to have on running in the Cloud:

https://marketplace.atlassian.com/plugins/com.atsistemas.jira.addons.notify-me/server/overview

Can anyone help?

[Jack Brickey · Accepted solution]

To “stay within JSD” somhow the third party needs to have a user account. Either as an agent ($) or as a customer or as a JSW user.

You could try this - crelate a separate project and make the third parties the customers. Create a linked issue to the original when needed. Open the linked issue on the customers behalf reply to customer (third party) etc... a bit messy but it might do the trick.

[Micha]

Thanks for the reply. I know this helps, still it is messy. I am just hoping that there is an add-on for this / a great mail handler. Thanks!

[Patrick Cartier [Candylio]]

I see that you clarified the question a bit more here:  https://community.atlassian.com/t5/Jira-Service-Desk-questions/JIRA-Service-Desk-Can-an-external-third-party-be-involved-via/qaq-p/613105

I would add the third party individual to your jira license as a collaborator and limit their permissions depending on what you would like them to see.  Then when you need their help you can tag them in the issue itself.  

[Micha]

Hi Patrick,

Thank you for you reply.

Does this mean my license goes up and thus the pricing goes up? There is really no other way to solve this problem?

Thanks!