Cc email in comments

[Tim Shirazi]

Hi !

How can I Cc an email from the "Reply to customer"  agent desk directly from the ticket?

Thank you :)

[Brant Schroeder · Accepted solution]

@Tim Shirazi What @Paul Wiggers shared is correct.  You need to check the customer notifications and ensure that they have Customer involved in the to section.  (See Screenshot Below)  This should be by default but you can check if no one is receiving emails after you have added them as a Request Participant.  

[Paul Wiggers · Accepted solution]

Hello @Tim Shirazi 

The short answer is, you can't. The reply to customer is not an email, it is a reply to an issue that may or may not result in an email notification, depending on your project settings.

If you want to add multiple participants to the issue you can add them as request participants. Just make sure that your notification scheme allows them to receive notifications of the newly added comment.

I hope this clarifies it a bit. If you need more email functionality, you can take a look at the marketplace, there are several apps that might be of assistance.