Communication with external party

[Jason Igari-Szabo]

Hello,

I am new to Jira / Jira Service Management, we're evaluating it as a replacement for our current system.

A feature I have found absent from JSM so far is contacting an external party from within an issue, other ITSM solutions do offer that functionality after all.

I have searched through various other community questions, but haven't found a suitable solution. The only other similar question was asked here: 

JIRA Service Desk: Can an external third party be involved via email?

But that question was asked in 2017, and the solution there does not work for us.

Our situation is similar to the Requester's.
We work with external support companies in some of our areas.
To keep things aligned, I want to have all communication within the same ticket, or possibly subtasks of the ticket. It would already help a lot if we can define a different recipient in a "To: " field when adding a comment.

Is there now, roughly 7 years later, a built-in solution to that situation?

Thank you very much in advance for your replies.
Sorry if that question does indeed have a current answer.

[victorfdezespada]

within the incidents there is the field of "participants of the request", it works for us.

[Jason Igari-Szabo]

Thank you for your reply! I already tried including external partners that way, but this way, the customer is also notified about every communication with the external party, which is not what we want and wish for.