Adding Email CCs to request participants

[Ben]

Despite our best efforts, a majority of our users, still email requests in.

We would like to include anyone added to either the “To” or “CC” in the email as a request participant.

What is the best way to achieve this? We are using Jira Service Management free. 

[Asha]

Hi @Ben 

Go to Administration > Applications > Jira Service Management configuration.
Add the participant's email address to either the TO or CC fields.
Go to Project settings > Customer permissions > Customer sharing.
Change the setting to allow customers to search for other customers within their organizations, or manually enter the email address of other customers within their project.
Depending on your customer access settings and project customer permissions, customers may be able to add people to the project as new customers by including their email address in the “To” or “Cc” field when replying to a request's email notification.

Feel Free to ask in case of any other specific issue please.

Thanks

Asha