How to keep CC recipients when reply on ticket?

Evgeniy_218ggs

Hello

I have just started to use Jira Next-gen service desk software and faced with one problem.
- Customer created the case using email. During creation he put two people in CC copy.
- Engineer want to ask some additional questions regarding this case, using "reply to customer" button in the case.
- The thing is that only person who sent email receive email with questions from engineer, whereas all persons on CC receive nothing.

How to make Jira put CC recepients when engineer reply to the case?

Thanks in advance!

 

Karsten Schulze

Dear @Angélica Luz 

I find this "request participant" role quite interesting and would also like to add a question:

Our scenario: we are using JSM to attend external (B2C) customers. So people from the "entire external world" can get in touch and tickets with corresponding reporters from e-Mail-Adress is being created.

For some questions, we need to get in touch with colleagues from other departments within our company (we use different domains within our company!). Those colleagues do not have a JSM license assigned and therefore dont have a role such as agent or similar.

However, to be able to answer questions our agents need to involve colleagues to get some more information before(!) replying to the customer.Can this be done using "participants" role from within the ticket? We dont want our customer to see the communication between the agent and the "participant" (=colleague withou license). Here is the flow we are aiming for:

1. ticket is being created by customer
2. customer account being created using e-mail from customer
3. reporter of ticket is set using before created accoun
4. agent checks ticket and needs to involve a colleague (=participant)
5. //not clear how exactly he adds the colleague, may be you can tell?// agent comments on the ticket with forwarding the question to the participant
6. participants replies to the ticket (reply is not seen by customer/reporter yet)
7. agent writes an answer to customer/reporter based on feedback from colleague / participant.

Can this be done in JSM (using the steps you explained above)?

Thanks in advance.

Best regards.

Karsten