Email Service: External Receipient

[Josh Drake]

For our desired purpose, we want to be able to send emails to a third party, preferably not viewable to the customer. Is this possible via JIRA? I understand it is simple to simply use another platform, but it would be convenient to have both lines of communication under one roof, so to speak.

[Christopher Yen]

Hi @Josh Drake , 

Welcome to the community! Will this be an automated email? Unless the customer is added as a recipient to the email I don't believe it shows anywhere on the ticket for the customer at the moment. 

[Josh Drake]

Hello Christopher.

Thank you for the welcome! It won’t be automated. To clarify, we act as a sort of “middle-man,” typically communicating with two parties per issue: the customer and a third-party (the target). Ideally, we’d like to manage both conversations from the same issue—specifically, we’d like to communicate with the third party without that communication being visible to the customer. Is that possible?

Additionally, if it is automated, what were you thinking?

[Christopher Yen]

Outside of automations I'm not aware of a built in email interface in JSM where you can draft an email on the fly to an external recipient. 

One workaround I've done in the past is to create a custom field called "draft email" then a manual trigger automation that sends an email with the contents of that field and then clears the field. You can see in my case I had to add a comment with a copy of the email sent, so without that step the customer should not see or receive anything or you can make it an internal comment if you'd like confirmation and logging of what was sent with it staying hidden from the customer. 



not the most elegant solution but gets the job done for us.