I have been using Jira Service Desk for some time and we've noticed that when an issue gets created via email it causes weird behaviors if one of our internal staff is the person who sends the email. As an example, lets say that one of our project managers is communicating via email with a client and then realizes that something in the conversation requires support to resolve. They will then reply to that email chain and include our support desk email on that thread. However, in this situation we end up with a ticket in support desk where all of the people in the To and Cc fields are listed as request participants, but none of those users can be @ mentioned and none of the users will receive the automated notifications when replies or other changes are made to the ticket. Is this the expected behavior in support desk or is there a configuration issue here?
