Include CC email recipients

Gan Zhi Long

Hi, 

I'm using Outlook Email for Jira, trying to reply a group email. However, i can only reply to the Reporter. Is there any way i can include participants in the CC? Do I have to go back to Jira Service Desk to reply, or Outlook which i believe i will create another ticket?

Angélica Luz

Hello @Gan Zhi Long,

Welcome to Atlassian Community!

When using Jira Service Desk, admins and agents receive System notifications and this type of notification is no used to reply to the ticket.

Only customers can reply to their notifications that are different and allows replies to be added as a comment.

With this said, as an agent/admin, you need to go to the ticket and add a public comment. If you need that more people receive a notification, it's necessary to add them as participants. 

It's not recommended to add a group email as participants, because when someone from that group replies to the notification, it will create a new ticket because the group email has permission on the ticket, but the person on that group doesn't.

Regards,
Angélica