Customers involved does not include ones who are in CC: but only Reporter?

Question

We got a question on when someone open the case via email to us.

What our flow does is to respond with email to involved customer. However, this does not include the one in CC:. Only a reporter will receive the notification via email.

Could you help to explain why and how to make it send the email to others in the email lst?

We configure it in "project Settings-> Customer Notification -> Notifications Request Created -> (See attached file)"

Dimitris Dimitriadis · Answer

Thank you very much Angelica again!

Angélica Luz · Answer

Hi @Dimitris Dimitriadis,

From the create screen, customers can only share the ticket with the organization they are a member of. Participants can only be added after the ticket is created.

There is a feature request suggesting this improvement:

Allow adding Request Participant field into Create Issue screen in Customer Portal

Please, click on vote and also watch the ticket above to receive updates from our product managers.

Dimitris Dimitriadis · Answer

Thank you for your detailed answer @Angélica Luz !

I 've also checked the customers permissions and I have the following settings, for security reasons:

Customers added by agents and admins
Customers can search for other customers within their organizations

For know, I 've enabled the request participants field and seems to work fine and notify users.

I was wondering if there is a way that customer - reporter can add extra participant(s) from the issue creation from?

But I think that customer cannot add participants, until the issue has been created.... right?