We have external parties that we depend on a email to be shared once an issue is raised internally.

to elaborate more: if our VPN connection does not work we want any technician to create a ticket using Incident Template for VPN down, and then this should immediately let the respective external company get an email ticket, that logs a call with them and at the same time we have it on our sd for our records, follow up and then report on frequency of outages etc.