Copy JSM reply to external email

[touchlineconnect]

We often need to copy some external users into a reply to a support ticket. These people may be additional people from the client's organisation or our own that are not identified in Jira already.  

Is there a way to include external users into a reply to customer in JSM?

[Dan Breyen]

Hi @touchlineconnect can you add these members to the ticket as 'Request Participants'?  They will get all of the notifications that the Reporter gets.  

I have internal employees setup in our JSM as customers, for this purpose (people like account managers) so they can be added as Request Participants and they will get the emails too.

Here's a KB from Atlassian explaining more on Request Participants.

Request Participants 

Internal People who are setup as agents could also be 'Watchers' on the ticket.

Hope that Helps.

[touchlineconnect]

Thanks for tve help Dan. Much appreciated.

[Igor Medeiros - Modus Create]

Hi @touchlineconnect 

Our app Notification Assistant for Jira can help you with this scenario.

It allows you to customize and manage notifications independently of Jira's bundled notifications.

It includes features like fully customizable templates, where you can add custom fields, images, approval actions, etc., the possibility to create custom notification rules, notifying on your own changes, and more.

Feel free to reach out if this is of your interest.