Jira Service Desk - write mail from ticket



im new to jira, i'm testing service desk for a replacement of otrs.

In otrs we are able to write mails to external contacts (or just a mail address)

I can't figure out how to do that in jira service desk, we need this function for some internal processes.

One Example:

Customer needs a new hardware so we have to get in contact with our distributors  to get some prices.

In otrs we just write a mail from the ticket system and we have all informations in the ticket.

how i accomplish this in jira service desk?

1 answer

0 vote
Andy Brook Community Champion Jul 07, 2017

If you're an Agent, then you won't be viewing JSD through the Portal, you'll be viewing it through the standard issue view.  Then, you'll need something to give you the send-email feature, one such addon is JEMH (we are the vendor). 

Read more about the Ad hoc notification feature.

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