Automatically notify users about updates by email on tickets created via Smart Forms in Jira

Customer Problem

“I want to automatically notify the user by email when their ticket is updated without manually sending messages.”

Customers want to avoid:

• Manually notifying users about updates

• Copying comments or updates into emails

• Asking users to repeatedly check Jira for updates

• Losing communication with external users who do not have Jira access

Smart Forms + Jira Automation solve this completely.

Possible Use Cases

This setup is ideal for:

✅ Customer support requests submitted via forms
✅ External service requests
✅ Customer feedback or follow-up communication
✅ Incident updates for external users
✅ Change request discussions with stakeholders
✅ Vendor or partner communication through Jira tickets
✅ Help desk scenarios without customer portal access
✅ Any workflow where external users need update notifications

How It Works

1. A user submits a Smart Form embedded on a website, Confluence page, or shared via link.

2. The form automatically creates a Jira issue, storing the user’s email address in a custom field.

3. When someone adds a comment to the issue (for example, during review or investigation), Jira Automation is triggered.

4. The automation rule checks the issue status (for example, On Review or another selected status).

5. Jira Automation sends an email to the user.

6. The email includes the comment body, keeping the external user informed of updates.

Key Benefits

🚀 Automatically notifies users about ticket updates
📩 Sends comments directly to the customer’s email
🔄 Keeps external users informed without Jira access
🧩 Works with custom fields storing customer emails
⚙ Fully automated communication workflow
💬 Improves transparency and response visibility

Example Setup

1. Create a Form in Smart Jira Form:

   1. Open the Smart Jira Form app and create a new form.

   2. Navigate to the Settings tab. Select Create Issue and connect the previously created custom fields with the appropriate form elements. Read more.

   3. After configuration, you can place the form on your website, embed it in a Confluence page, or send the form link via email to users.

      

2. Create an automation rule with three main blocks:

   1. Trigger. When: Work item commented

   2. Condition. IF: Issue status is On Review (or any other status you prefer)

   3. Action. Then: Send an email with the comment body.

      

Use a custom field ID (that populated of the customer’s email address) into the “To“ field - to whom this email will be sent. Use a structure:

{{issue.customfield_10833}} in order to deliver the value (email) from a custom field. Instead of 10255 input the ID of your custom field.

4. Once configured, the external user will automatically receive email notifications whenever a comment is added to the ticket.

   

Questions? Please, contact us through SaaSJet Support 

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