When a new Request is open, how do I know if they sent it to us, or we're just in CC?

Question

Hi,

Sometimes we receive Support Requests, and we can't differenciate if the request was sent directly to us, or we're just in CC (in the original E-Mail). How do I add this into the view of the request, so we know if the Ticket should be managed by us, or it's simply "for our Information" ?

Thank you

Brant Schroeder · Accepted Answer

@Marianela Bendl Welcome to the Atlassian community

There is no way to do this with the out-of-the-box application.  You would need to use an app like JEHM or Email this Issue.