Maintain The email thread to be on Original email

Question

How can i make the whole email conversion in one thread, and it must be under the first email that triggered the ticket creation

Currently for us, when a customer raises a ticket through email, our system detects it and replies with a new email chain and the ticket number. The communication is then continued on the new email chain rather than the original email that the customer sent the request in. and I lose the CC'd emails in the original email request

Abdallah Ahmed · Answer

its not working, CC'd are not added as participant for some reason, I made sure my configuration is the same as you mentioned above,

But this is only part of the problem,  I dont want the updates to be in the follow up email, I want it to be under the same email that the user submitted for support ( I explained it above better )

Piyush Annadate _ACE Pune_ · Answer

Hello @Abdallah Ahmed ,

When someone is added on CC they are automatically added as a participant and they receive an email informing this.
To ensure that anyone added on the CC will be added as a participant, you need to allow customers to create their own accounts.
First, you need to go to Project settings > Customer permission > Who can customers share requests with? > Any customer or organization, by searching this project > Save.
Them, go to Jira settings > Products > Configuration > Can customers create their own accounts? > Yes, by signing up or sending a request.

Please, give it a try and let us know how it goes.

And for the notification, your customer notification for the templates should have 'customer involved' than the reporter.