When a customer creates a JSD ticket with CC'd users, do the CC'd users also see our responses?

[Luke Bryant]

We have occasions when our customers are submitting JSD tickets with other users added in the CC.

1 - When we reply to the cutomer, will the CC'd users be able to see the CC'd response?

2 - When we receive a JSD ticket, is there a way for us as "agents" to add another user into that ticket as a "participant" or do they need to be added as a "customer" within Jira first of all?

Thanks in advance!

[Ismael Jimoh · Accepted solution]

Hi @Luke Bryant 

1. Yes I will expect they do if they are added to the request participants field in your Service Desk. Else they will not.

2. Yes you can. Add the said user to the request participants field. You may need to create an SD customer account for the said user to be able to add them if memory serves me well but if you don’t mind you can adjust the customer permission allowing anyone who email to add participants and also create account if they do not have an existing account.

Cheers