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?
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.
I believe you refer to the option "request participants", is this correct?
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.
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