Can an agent view other recipients copied on an emailed request

Paul Mallon

Scenario:

A customer emails my team service@team.com but copies their manager and a number of stakeholders, when my team view the request in Jira Service Desk as an agent, can they view who else is copied on that request?

From what I can see it only shows the sender, but I may be missing something. 

 

Marty_yvf6sb

Hi Paul,

I am not on the Jira Service Desk team, but I will try to help.

I think that Service Desk will add those CC'd users as Request Participants on the Request and they will receive an email letting them know that they have been added.

The docs are here: https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

They say...

Add participants via email 

"If you create or respond to a request via email, add a request participant's email address in the TO or CC fields. The participant receives an email notifying them that they have been added.

Customers can add individual participants if they have permission to share requests. If the customer is in one organization, their request is shared automatically. Customers who are in more than one organization can't share requests with an organization via email."

 

I hope that helps!