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Is there a way to add notifications for customer that didn't report the ticket?

Ryan Petersen_cq6606

When trying to respond to a Service Desk ticket, I am trying to add more customers than just the reporter when responding to a ticket. When replying, the only customer I am able to add to my comment is the reporter of the ticket, not even the added participants. Is there a way around this?

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Susan Hauth _Jira Queen_

Hi Ryan,

What do you mean "pull up"?

Susan

Ryan Petersen_cq6606

Just updated the language, thanks

Susan Hauth _Jira Queen_

Hi,

So if your customer notifications are set up to notify all customers involved, then participants will be notified.

Ryan Petersen_cq6606

Thanks Susan, can you tell me where the notifications settings for that is?

Susan Hauth _Jira Queen_

Under Project Settings - Customer Notifications. You can customize these notifications, enable and disable.

Ryan Petersen_cq6606

Participant added

Request

When participants are added to a request, your service desk notifies the new participants.

I have this enabled. However, does this just give a notification to the customer when a participant is added?

Apologies if I am not understanding. Is there another notification setting where once a participant is added, they automatically get updated when I respond to the reporter only?

Susan Hauth _Jira Queen_

Are you on Cloud or server?

Ryan Petersen_cq6606

Cloud

Ryan Petersen_cq6606

@Susan Hauth _Jira Queen_ Any thoughts on this? Basically, in the Service Desk, you can only reply to the Customer who created the ticket, I am trying to add additional customers to the ticket for notification purposes to the customers.