How to CC additional non-Atlassian users in ticket request?

[Admin]

I am creating a help desk for my team where other organisation members (Non-Jira) will submit support tickets through our portal. They have a field that indicates "Email confirmation to:" and thats where they will indicate their email to be notified of status changes in their ticket. 

Is it possible to add a field in the ticket request form that takes additional emails handles (Other team members of the requestor) and to CC them in the email status updates of the ticket request to keep them in the loop?

Thanks!

[Peter_DevSamurai]

Hi @Admin ,

With your premium plan, you can use Request Participants. When a non-Jira user submits via the portal, they can add additional emails to a CC field, which auto-adds them as participants. These participants receive notifications on status changes (ex: updates, comments) and can reply to reopen/add details via email. 

• 1. Add a CC Field to the Request Form:
  • Project settings > Request types > Edit your form (e.g., "Submit support request").
  • Add a "Multi-user picker" field (or custom text field for emails) labeled "CC Additional Team Members (emails)".
  • Map it to a Jira custom field (ex: "Participants" multi-select, then create if needed: Settings > Issues > Custom fields > Add multi-user picker).
  • Make it optional/visible in portal.
• 2. Configure Customer Permissions:
  • Project settings > Customer permissions > Under "Customer sharing," select "Customers can search for other customers within their organization" or "Customers can add new customers to the project" (allows external emails).
  • Global: Admin.atlassian.com > Directory > User provisioning > Ensure "Allow public signup" or manual invites for externals.
• 3. Automate Notifications for Participants:
  • Project settings > Notifications > Edit scheme > For events like "Issue Updated" or "Issue Commented," add "Request Participants" as recipient.
  • Note: You can also add automation rule (optional): Trigger "Issue created" > Action "Add request participant" > From the CC field value (e.g., {{issue.CCField.value}}). You can refer to this 
  • Reopen on reply: Built-in, email replies from participants auto-add comments and notify.

Note: If forms don't trigger automation, ensure the field is mapped to a Jira field.

I hope everything works out well for you!

Best, 

Peter