CC / BCC on Service Desk
dan
I'm New Here 
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
1 answer
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Hello Dan,
Welcome to Atlassian Community!
When adding a comment on a ticket, as you need other people to also receive the notification, if they are also customers, you need to add them as participants.
The field is called "Request participants" and you can find it on the right side of the ticket.
This field is specific to add other customers and not agents.
If you need that agents (internal licensed users) be notified about the update, you must add them as watchers or mention them in the comments.
If you have any other questions regarding this matter, please let us know.
Regards,
Angélica
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.