How can I make sure everyone in copy on an email gets tagged as a participant?

Question

Hi all, new to this forum.

My team uses Service Management to handle incoming queries but we still have access to the Outlook inbox.  We can see that there are people/groups in copy but if they have never emailed in to generate a ticket, we cannot add them to the main ticket.

Does anyone know a way I can configure it to make it automatic?

Thank you.

Ibiba.lawson-jack · Answer

Thank you for this - I need to check in with the administration team so see the configuration

Jack Brickey · Answer

Do you have the project configure to automatically add customers? This post does a good job of explaining how Cc emails are handled - How-to-CC-users-into-a-Service-Desk-issue-logged-via-email