Our customer support (email only) tends to be team-based. Typical flow is:
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.
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.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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