Jira Service Desk - write mail from ticket

[TR]

Hello,

im new to jira, i'm testing service desk for a replacement of otrs.

In otrs we are able to write mails to external contacts (or just a mail address)

I can't figure out how to do that in jira service desk, we need this function for some internal processes.

One Example:

Customer needs a new hardware so we have to get in contact with our distributors  to get some prices.

In otrs we just write a mail from the ticket system and we have all informations in the ticket.

how i accomplish this in jira service desk?

[Andy Brook]

If you're an Agent, then you won't be viewing JSD through the Portal, you'll be viewing it through the standard issue view.  Then, you'll need something to give you the send-email feature, one such addon is JEMH (we are the vendor). 

Read more about the Ad hoc notification feature.