How to include participant and requesters in the same email

Question

When a participant is included in the ticket and it is being replied actually there are two separate emails provided from jira, One to the requester and other to the participant. I need that both requester and participant are included in a single email in order to be able to escalate it.

How can this be done?

Jack Brickey · Answer

I think what you are asking for here is that all participants are displayed in the To or Cc fields. Is that correct? Assuming so then natively no that is not how Jira email handlers work. You could consider a third-party email handler which may produce that result. Keep in mind that a customer can use the portal to see who the issue is shared with.

Miguel Encabo Lorente · Answer

And there is no way to include all them in a single email?

Jack Brickey · Answer

When the reply to customer is made an email is sent from Jira email handler to each participant. If any customer that receives that email replies to the email the all parties will be updated by another email as the reply will be a public comment. So all participants can interact via replies.