There's a Jira automation tha can send email to a external user?

[Leandro Santos]

Currently I have the following scenario: A customer service area, receives all demands for emails from users of our app. The support team solve the user's problem and replay the user's email.
The future scenario: With jira I alread do several automations to help the support team do it quickly, like "all email sended to 'support@aaaaa.com' automatically turn a task into a board", for example. But I want to automate the reply user's email, and I need an automation that use the 'external email' field (user's email) and reply through our 'support@aaaaa.com', but we also need allow the support team write the answer individually for each email.
There is some automation or plugin that can help me to do this?

[Trudy Claspill]

Hello @Leandro Santos 

Is the user's email stored somewhere in the issue?

If so, the Send Email action in an Automation rule can be used to send an email to that address. However the From address on the email cannot be customized - it will appear as "automation@<your Jira URL>"

There is no option to customize the outgoing email From address for emails sent from Jira for notifications or from the Automation rules.

Are you using Jira Software or Jira Service Management?

[Leandro Santos]

Hi @Trudy Claspill 

I created a field "external email' to store the user's email.

I'm use Jira Software.

Now I'll tried to do this way. Tks! 

[Leandro Santos]

I tried to make as you explained, but I need to set a singleone subject and content (email's body) into the automation, but I need that support team write a  variant content to every user's reply.

[Trudy Claspill]

Use a Manual trigger and use the option to prompt the user for input.

https://community.atlassian.com/t5/Automation-articles/Request-input-from-users-when-a-Manual-rule-is-triggered/ba-p/2333587