Request Participants - see email history

Question

Hi all,

We're using Jira Service Desk to create tickets off of emails and so far it's been working great. The Requestor can see the entire conversation via email.

The only thing is, when adding a Request Participant - they can only see the conversation from where they were added by the agent and nothing before that. Is there a way to set a permission (or is there a feature) where the request participant could see the entire conversation via email?

Our customers don't use a portal to log in. They can only see emails.

Boris Berenberg - Atlas Authority · Answer

This isn't possible out of the box. We make a third party app called Notification Assistant for Jira which is built to help customers send customized emails. But even with our app it would be a real challenge to do something like this with good UX for your Agents and Customers. The hard part is really ensuring that the email containing all comments is only sent to the "right user".

Jesse Stanbridge · Answer

Hi Boris, thanks for replying!

I want it to act like I'm adding someone to an email thread. So that they can see then entire history of the conversation when they get added to it.

Our customers can only interact with us via email. When we add them as a request participant currently, they can see the conversation from that point on, but not the history. Does that make sense?

Boris Berenberg - Atlas Authority · Answer

Hey Jesse,

I want to make sure I understand this. Your goal is for you to add a user to a ticket, and when they get added, you want to ensure they're up to speed by emailing them a complete ticket history? Did you want only the comments?

Boris