Create
cancel
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

Including 3rd party support emails into customer generated tickets

All - 

Often, when a customer submits a ticket, our support team must engage our partners to help resolve the customers problem. 

We'd like a way to include our partners support email as part of the request that the customer opened. So, this would would provide visibility to all parties as the problem is being worked in our support project. 

Would I just need to add our support partners email to the "participants" field. By doing so, when our partners support resource responds, all parties on the ticket would be notified via email that someone responded? 

My concern is that our partners also use other service management tools, they don't all necessarily use Jira Service management. 

Any additional information would be helpful here. 

Cheers!

 

 

2 answers

 

@Krzysztof Bogdan - thanks for your response. Although, I don't think this is what I am looking for. 

In Jira Service Management, I've configured it to send emails from the issue to the customer already. The customer then responds to the jira automated support email containing our message, which then is viable by our agents in the comments section of the issue. 

Our problem is that sometimes we have to loop in our partners support teams using their support@ emails. to keep our agents, customers, and partners in the same ticket, I am trying to understand the best way to accomplish this. 

@Matthew Pears 
In this case if I understand correctly - you could generate unique share link to issue (https://marketplace.atlassian.com/apps/1220441/external-share-for-jira?hosting=cloud&tab=overview) and send to support@

0 votes
Fabian Lim Community Leader Jan 17, 2022

Hi @Matthew Pears

Your support partners can be added as participants. Follow this kb article that explains how it would work:  https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Regards 

  

Suggest an answer

Log in or Sign up to answer
TAGS
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 ...

1,557 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