Send email from Jira Servicedesk to external address from within the ticket

[Martin Kingo Kristensen]

Hi, 

I am new to Jira Servicedesk and are in the process of setting it up.
One of the functions I want to set up is the ability to send email to a external email from within the ticket. - but I am not able to find that in the Service Desk /Project settings.  can you guys help ? 

Here is a case example: 
Customer creates a ticket and it is handled by a local agent. - the agent sees that the problem is a hardware issue and needs to contact the hardware vendor. 
now the agent want to send a email to the hardware vendor from the service desk to he can keep all the info/communication tied to the ticket. 

Is that possible? 

[Ivan Tovbin · Accepted solution]

Hi Martin,

Not out of the box, no. However Email This Issue addon can easily do it.

[Martin Kingo Kristensen]

Thank you! - I will give it a try. 

- Martin 

[Steve Ashton]

Hi Ivan, sorry to drag this topic up but it sounds like you might be able to help me.

I need to be able to email a third party vendor from a ticket without this resulting in new notification emails for them after the initial email.

I basically want to capture the outbound message to them but not make them a part of the ticket - they are just someone we need to request info from.

From your experience, does this App all that sort of shallow access to the Project?

@Martin Kingo Kristensen - any feedback on this topic also?

Thank you :)

Steve

[Alexandra Lemke]

Hello @Steve Ashton ,

were you able to find a solution? I am looking for the same functionality like youand would appreciate your insights.

Thank you.

Best regards,

Alexandra

[Steve Ashton]

@Alexandra Lemke , unfortunately no progress from my side. My company has a global installation and they are very cautious about addons in general. 

I still feel that the addon mentioned above (email this issue) will be a winner for my needs but have no way to even test it without the permission of the global IT team. I am confident we can get at least a trial as the addon is CLOUD FORTIFIED which carries a lot of weight in the company.

I will report back when I have a result in the hope it helps others and perhaps even Atlassian can notice this feature as a possible addition to the basic software - it is a useful one for today's need for sure.

cheers