I have a requirement of sending different email templates based on the email id.
If it is in-house email, then I need to send a basic thanks-received your ticket and working on it;
and if it is from an external address, then I need to ask some questions along-with the ticket created info.
How can I achieve this?
You might want to check a plugin to achieve that behaviour as editing native templates is touchy.
From past experience, I'd recommend https://marketplace.atlassian.com/plugins/com.riadalabs.jira.plugins.notificationassistant/server/overview which is efficient and scalable for many usages. Such a plugin can base rules on custom fields or specific items to send notifications (based on templates). There are nearly no limits!
Without a plugin, might be q bit tricky!
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