People cced in customer service space are not getting ticket updates

Anosha Fatima Fazli

We have been trying to add the CC functionality in customer service space for migration to jira from zendesk, however I am not able to find any documents or help for CC to work. What we want is that whoever is CCed in the email of ticket should get all the tickets updates. The documents talk about the Jira Service Management Space but not Customer Service Space. It would be great if someone can help

John Funk

Hi Anosha,

Those users need to be added to the Request Participants field and then they will get the update. If you setup Jira to create a ticket by email, then the CC user email addresses on the email should be automatically added to the Request Participants field.