I am having a huge issue with Jira Service Desk, I'm at the final stage of implementation with live customers. * We have clients who often cc other external companies as well when opening a support ticket via email. But the other cc participants are very broad ranging from infrastructure teams and corporate teams. Is there anyway to allow any cc participants to get emails for all ticket updates without manually adding them as watchers. * We cannot open the Service Desk publicly due to security reasons as well. This is becoming a very pressing issue and we will have to get out of JSD to another platform if we cannot have this basic feature. Any reason why it was made this way to begin with? How are other companies using this?

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Service Desk Email cc Participants

atif-sattar

I am having a huge issue with Jira Service Desk, I'm at the final stage of implementation with live customers.

We have clients who often cc other external companies as well when opening a support ticket via email. But the other cc participants are very broad ranging from infrastructure teams and corporate teams. Is there anyway to allow any cc participants to get emails for all ticket updates without manually adding them as watchers.
We cannot open the Service Desk publicly due to security reasons as well.

This is becoming a very pressing issue and we will have to get out of JSD to another platform if we cannot have this basic feature.

Any reason why it was made this way to begin with?

How are other companies using this?

Accepted answers

Angélica Luz

Hi Atif,

When someone is added on CC they are automatically added as a participant and they receive an email informing this.
It will only work if you let the configuration for customers to create their own accounts. In this case, your Service Desk will not be open, but anyone that sends an email to open a ticket or go to the Customer Portal login page will be able to create their own account.

Also, watchers are only internal users with a license, it will not be possible to add external people as watchers.

You can find more information on the link below:

- Adding request participants

Regards,
Angélica

All comments

Angélica Luz

Hi Atif,

Also, watchers are only internal users with a license, it will not be possible to add external people as watchers.

You can find more information on the link below:

- Adding request participants

Regards,
Angélica

Paul Tran_njl4pg

Hello, I have the same issue. Can anybody provide step-by-step process to ensure that anyone that is CC'ed on the initial request will be included on the notification?

Angélica Luz

Hi Paul,

Welcome to Atlassian Community!
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.

Regards,
Angélica

Sebastián Delmastro

@Angélica Luz can you help me with this:

(1) JSD Cloud

(2) Several customers within several organizations

(3) Customers who send email to support@ also cc: other users within their organization and also JSD agents in the to: or cc: fields

(4) Who can customers share requests with? Other customers in their organization.

Problem is when a customer writes to support and cc: or to: to other customers from his organization and some agents, it only creates JSD issue with the reporter (sender) only.

Can it be solved with some Custom mail handler options or something?

Thanks

Muhammad Ramzan_Atlassian Certified Master_

Hi,

You have to check two settings

1- "Who can customers share requests with?". it should be allowed

2- on JSD project go to customer notifications or if you created any automation rule for notifications , in that rule you must select who can receive notifications (reporter and customers involved)

Customer involved contains participants, if any of your notification does not have this option, they will not receive any ticket updates

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