Is it possible to keep the CC lines in Jira tickets?

Question

We have this problem which affects our customers.

When they create a ticket, they add as CC multiple persons. However, when our team replies through the ticket, Jira doesn't have this list as CC in the reply.

All we get is a reply from jira@....atlassian.net to the specific person. Thus the customer doesn't know who else got this reply.

Jack Brickey · Answer

cleaning up old questions that have fallen thru my radar...

this isn't possible. the customer can see who is participating only via the portal view.

unknown · Answer

@Jack Brickey probably you didn't understand my question. The problem is not the participants. They are added fine.

I want in the email response that goes out of Jira service desk to have the participants on the CC fields (or at least the person who received the response should know who else is copied on the email).

Jack Brickey · Answer

If the reporter CCs other “customers” then they should be added by default. Key to success is that the Cc folks are existing customers. Here is the article explaining - adding-request-participants

and here is the relevant text....

Add participants through email

Customers in an organization, can share requests when they raise them. By default, the request is shared with the customer's organization unless they select Private request.

For customers who are in more than one organization, the request is private by default.

To add participants through email:

* To create a request from your email client, add the participant's email address to either the TO or CC fields.

The participant will receive an email notification that you added them depending on the project notification settings.