"Reply All" - emailing and seeing everyone on a thread

[Jesse Stanbridge]

Often, a requestor will email in a request and CC additional people.

My agents cannot see who has been CC'd and can only reply to the one reporter. This means that the people who were CC'd cannot see any of the replies. 

Is there a way to set up Service Desk so that agents can

1) See everyone CC'd on the email

2) "Reply All" on the ticket when they "reply to customer"

Thank you!

[Trudy Claspill · Accepted solution]

Hello Jesse,

Are you using the Cloud or Server deployment?

Do you have any restrictions on who can create issues in the Service Desk (who is considered a customer)?

Under Customer Permissions for your service desk, what do you have selected for "Who can customers share requests with?"

In my experience with JIRA Service Desk with the Server deployment, there was a way to set up the email processing so that those in the CC of the email would be added automatically as Participants on the issue. This could be limited though by how you set up who could create issues and with whom a customer could share issues.

If the CC'd individuals are Participants on the ticket then a Reply to Customer is eligible to be sent to the Participants. Whether or not the email will actually be sent to the Participants will depend on the settings in the Notification Scheme associated with the Service Desk project.

[Jesse Stanbridge]

Thank you!!! That worked :) :) 

[Anzh Tominez]

hi Jesse @Jesse Stanbridge, can I just check how did you set this up? I would want to be able to do this for my project. I'm using Jira Service Management Cloud.