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Create request from CC to service desk

Christopher Lenz

I am having some issues with some of our customers not wanting to put our service desk email in the To box instead they always put it in the CC and we are unable to see the tickets.

is there a way that the system can pull the CC emails as well as To?

Accepted answers

Angélica Luz

Hi Christopher,

Welcome to Atlassian Community!
The CC field is used to add participants on tickets, so Jira won't recognize if we add the service desk email address to the CC.
Also, it's not recommended to add the SD email to CC field, because if a customer adds the email to TO and CC this email will be added as a participant and it will receive customer notification which will create a lot of failures in the logs since it's the same email that creates tickets.