Can the Jira Service Desk maintain a customer cc-list?

Our customer support (email only) tends to be team-based. Typical flow is:

  1. One engineer at the customer sends an email, and cc's a number of their colleagues.
  2. These colleagues need to be kept on cc for the lifetime of the case.
  3. If new people are cc'ed, these also have to be detected and remembered.
  4. We can also manually add others to cc.

Can the Service Desk handle this, or is there any way to add this functionality?

If not, I guess this is a feature request, as otherwise it would be very laborious / error-prone to have to manage cc-lists manually, register and add new users all the time, etc.

2 answers

We have lot of those case for us.

We use JEMH and with some configuration in the plugin we are able to do this.   Lot of services wanted to keep using email (adding peoples in CCs) and keeping track of all this in Jira.   So the custom user email and the agent use jira.

 

Is this compatible with the Service Desk, do you know?

Without the Service desk, there is no concept of internal and external comments, which we also need.

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