Users CCed on an email are not being included in the ticket

Question

https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

I was reading through this document, and it says

"Add participants via email

If you create or respond to a request via email, add a request participant's email address in the TO or CC fields. The participant receives an email notifying them that they have been added.

Customers can add individual participants if they have permission to share requests. If the customer is in one organization, their request is shared automatically. Customers who are in more than one organization can't share requests with an organization via email."

When I send an email to servicedesksupport@org.atlassian.net  and I CC sjobs@apple.com,

When I go to the ticket in Jira Service Desk 'sjobs@apple.com' should appear as a participant on the ticket and he is not.

Why is this happening?

Siddhant Pansari · Answer

Hello Francisco,

Unable to find the option " Any customer, by typing an email address"

Please help with some more settings if you are aware.

Francisco Oselame · Answer

Hello Jeffrey!

In order to properly add the Request Participants via email, in the Customer Permissions of your Service Desk project, you need to make sure that under the Who can customers share requests with? section, the option Any customer, by typing an email address. is checked:

Can you try to change this setting in your Service Desk project and let me know if it works for you?

Thanks,

Francisco Oselame