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So in certain scenarios were agents have scheduled call with a customer and they go ahead and create Issue in the system. Now they want to send a communication to the customer, the fix for their issue. If they currently use "Reply to customer " it won't work because they will be the Reporter on the Issue and I didn't find a away to add customers email address when using "Reply to customer". Is there a setting that can allow me to add From and To email address's when sending out a communication?
I am fairly new to this, Will really appreciate your help!
Just checking but is this related to Jira Service Desk? If so, this has been posted in the Statuspage topic. It might be worth posting your question in Jira Service Desk so it can get more visibility and hopefully someone can help you.
They should set the actual customer as the reporter. This may mean creating a customer account for them first.
Yup. Your options here are either slowly onboard people one by one as they file new tickets. Or, you can use the API to pre-create all of them: https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-rest-servicedeskapi-customer-post
I am not an Atlassian Employee. You would have to talk to Atlassian about this. I think what you're asking for is Customer creation inline with ticket creation?