Is it possible to send mails to Users which aren't Project-members?

[Magnus Schlüns]

Hello everyone,

We want to use Jira Software for our IT-Servicedesk. Also we DON'T want to user Jira Service Management for this topic.

Tickets can be created by anyone via E-Mail. The user who sends a ticket to the servicedesk should be informed about the state of his ticket by mail to.

Here comes the Issue: jira supports sending mails to users which are members of the project but doesn't support sending mails to other mailaddresses. Not automatically neither manually via Jira Email This Issue.

Is there any solution to send mails to any mail address not being included as a user of the project?

Kind regards and thanks for helping

Magnus

[Patricia Francezi · Accepted solution]

Hi @Magnus Schlüns welcome to the community. 

It would be great if you provide some informations, that are missing in your post

- Are you using Jira Software to try to communicate with external customer?

If the answer for this question is "Yes, we are using Jira Software for this" , I will advise you there is no mecanism out-of-box to communicate with external customers / send emails, indeed. 

[Magnus Schlüns]

The "external customers" are members of our company, who aren't meant to interact with the project in any other way than creating and staying up to date with their issues.

So yes, per atlassian definition they are probably external customers but no, in our company's definition they are internal customers not having any other acces to the project.

But, if i get yyour right, there is no option to send mails to a non-licensed user. Thanks for providing information.

[Patricia Francezi]

Yes, they would need to be licensed. 

In Jira Service Management "customers" does not require licenses. 

There are integrations solutions that I have implemented in some clients - like  members of the company opens tickets via JSM, automation integrates with JSW, statuses, comments, etc. 

This client uses a mininum ammount of JSM licenses, and most of the licenses in JSW. 

[Magnus Schlüns]

Yes i thought about somethin like that, too.

But the idea of paying license for two separate Tool doesn't fit my supervisors expactations in terms of our company growing over time with the consequence of needing more licenses for both Tools.