Is there a way to add notifications for customer that didn't report the ticket?

[Ryan Petersen]

When trying to respond to a Service Desk ticket, I am trying to add more customers than just the reporter when responding to a ticket. When replying, the only customer I am able to add to my comment is the reporter of the ticket, not even the added participants. Is there a way around this?

[Ryan Petersen]

Participant added

Request

When participants are added to a request, your service desk notifies the new participants.

I have this enabled. However, does this just give a notification to the customer when a participant is added? 

Apologies if I am not understanding. Is there another notification setting where once a participant is added, they automatically get updated when I respond to the reporter only?

[Susan Hauth _Jira Queen_]

Are you on Cloud or server?

[Ryan Petersen]

Cloud

[Ryan Petersen]

@Susan Hauth _Jira Queen_ Any thoughts on this? Basically, in the Service Desk, you can only reply to the Customer who created the ticket, I am trying to add additional customers to the ticket for notification purposes to the customers. 

[Susan Hauth _Jira Queen_]

Hi Ryan,

As long as other customers are added as Participants and as long as each customer notification is set up to notify "Customers Involved" then notification will be sent.  Keeping in mind that a participant can choose to opt out of notifications.

[Susan Hauth _Jira Queen_]

Under Project Settings - Customer Notifications.  You can customize these notifications, enable and disable.

[Ryan Petersen]

Thanks Susan, can you tell me where the notifications settings for that is?

[Susan Hauth _Jira Queen_]

Hi Ryan,

What do you mean "pull up"?

Susan

[Ryan Petersen]

Just updated the language, thanks

[Susan Hauth _Jira Queen_]

Hi,

So if your customer notifications are set up to notify all customers involved, then participants will be notified.