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How do I send response to everyone copied in the initial email request?

Tariro Rarayi
Tariro Rarayi October 10, 2018

Our Clients send us issues via email. They copy other people from their organisation. When we respond to the issue from Jira, only the sender gets to see the response. How can we ensure everyone copied also gets to see the response? Also, I have tried sharing a ticket via email, but it never reaches the intended recipients.

Thanks,

Tari

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Jack Brickey
Jack Brickey
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October 10, 2018

If those copied on the email are “Customers” listed for the project they should be added as “Participants”. In so doing they will be updated whenever the reporter is updated. 

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Tariro Rarayi
Tariro Rarayi October 10, 2018

These customers are listed on our helpdesk but they still do not get the response.

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Jack Brickey
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Become a leader
October 10, 2018

Are they listed under “Participants” for the issue in question? If so and they are not getting notifications please check Customer Notifications.

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