Can a contact cced in the email notification request that is not a customer reply to the request?

[Karishma]

We can add emails under the cc list for the email notifications received for request when a comment is added or replying via email.

Can the contact not added to jira service desk comment to the request?

[Clark Everson]

No they need to be added or invited to the card by either a tech or someone else who is on the ticket already.

though it is possible to add a user to a ticket when responding via email from the user side. However they need to be cc’d in some way on the actual ticket. Forwarding the ticket then having them respond won’t work.

[Karishma]

If the contact replies (who is not a customer of jira service desk), will the comments be added to the request?

[Daniel Ebers]

Hi Karishma,

I believe you refer to the option "request participants", is this correct?
https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

From what you mentioned this is what you are aiming for.
Request participants are people who agents or customers have shared a request with. They can view, comment on, and receive notifications about the request.

If this is not what you were looking for please update us here.

Cheers,
Daniel

[Karishma]

The request participant only works if the contact has been added to the project. I want to know if we can add a contact that is not even part of the project or added to Jira service. We want to add them to the CC list.

[Daniel Ebers]

Kind of - you would need to assess Apps that come to extra cost.
This specific requirement was discussed in Community before but there is only the solution previously mentioned, for example in the thread here.