Email 3rd Party (e.g. Request for Quote) Without Exposing Internal or Customer Comms

[Sam Wilkinson]

Hi all,

We’re using Jira Service Management and regularly need to contact 3rd party vendors as part of our support process. A common example is requesting a quote for equipment on behalf of a customer.

What we’re looking to do is:

• Email a 3rd party directly from a JSM ticket (e.g. a request for a quote)

• Have their response come back into the ticket as a comment

• Ensure the 3rd party does not see any customer replies or internal comments

• Ensure the customer does not see any emails to or from the 3rd party

Is there an add-on or a recommended way to handle this cleanly in JSM?

We’re trying to maintain full communication history in the ticket while keeping each party’s view restricted to only what they need to see.

Thanks in advance for any suggestions or tips!

[Kai Krause]

Hi and Welcome . 

To achieve communication with third-party vendors in Jira Service Management (JSM), you can consider the following approaches:

1. Use of an Add-on

There are several add-ons available in the Atlassian Marketplace that can help facilitate communication with external vendors while maintaining the necessary privacy and visibility restrictions. 

2. Custom Email Handling

If you prefer a more customized solution, you can set up a dedicated email address for vendor communications. Here’s how you can implement this:

• Create a Dedicated Email Address: Set up an email address specifically for vendor communications (e.g., vendors@yourcompany.com).

• Email Notifications: Configure JSM to send emails to this address when a vendor needs to be contacted. You can use automation rules to trigger these emails based on ticket status or specific fields.

• Incoming Email Configuration: Set up JSM to handle incoming emails from this dedicated address. You can configure it to add responses as comments in the ticket while ensuring that internal comments and customer replies are not included.

3. Automation Rules

Utilize JSM's built-in automation features to manage the flow of information:

4. Communication Guidelines

Establish clear guidelines for your team on how to handle communications with vendors.

By using a combination of add-ons, custom email handling, automation rules, and  communication guidelines, you can effectively manage vendor communications in JSM. 

Be sure to evaluate the specific needs of your organization and test any solutions in a staging environment before implementing them in production. And i think get licnce use in mind. 

And you can take a look to the build in Collaborators mechanism What are project roles in Jira Service Management? | Jira Service Management Cloud | Atlassian Support 

BR
Kai 

[Igor Medeiros - Modus Create]

Hi @Sam Wilkinson

Adding to Kai's response, I would like to mention our app Notification Assistant for Jira which allows you to create fully customizable notification schemes, templates, and more.

The app allows you to create separate notification flows for the 3rd party, clients, and/or agents.

Feel free to reach out if you'd like to know more.