How to include cc: email which reporter cc: when sending email to open the case

[Pongsak W]

When reporter send the email to service support, normally it will create (open) a  case automatically.

My inquiry is how to, when respond / comment / or reply to customer, automatically include his colleagues that he cc: from the start in responded email.

What I did is only to invite participant, that' s not the good way since it's not in cc: as one email. It separately send email to those participant not in the same email with cc:

Thank you for your kind answer.

[Stephen Sifers]

Hello Pongsak and welcome to the Community!

Thanks for reaching out about getting your CC'ed email people added to your Jira Service Management issues. This is a great topic and we have an outstanding answer readily available, please take a look at How to CC users into a Service Desk issue logged via email, so they can get updates and add comments.

I hope the post above helps configure your site!

Regards,
Stephen Sifers