How to send an email to any address from a JSM ticket

Isidro Castro Alvarez February 2, 2023

Hello,

We are involved in a migration process from OTRS to JSM. One of the OTRS features that is frequently used by our agents is the ability to send an email to any address from any ticket, creating a new activity record (called article in OTRS) within the ticket, including the email header and its content.

This is a very useful feature when the ticket is raised from a Customer Service Center of a client organization and our support agents have to exchange information, questions and answers with one or several users of the client organization, that are not registered as users in our JSM.

This dialogue between the involved parties is normaly carried out by email, to leave traceability of all the information exchanged to resolve the problem, so each email sent or received must be part of the ticket as a new activity.

Anyone knows any way to send an email to any address from a JSM ticket, so that all the email information remains as a new activity of the corresponding ticket?

Thanks

1 answer

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1 vote
Answer accepted
Line Lengfelder February 2, 2023

I would suggest Email This Issue | Atlassian Marketplace for that.

Isidro Castro Alvarez February 3, 2023

Thanks, we are going to take a look.

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