Jira Service Desk - write mail from ticket

Hello,

 

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.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,213 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot