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Customers involved does not include ones who are in CC: but only Reporter?

Pongsak W I'm New Here Jun 06, 2021

We got a question on when someone open the case via email to us.

What our flow does is to respond with email to involved customer. However, this does not include the one in CC:. Only a reporter will receive the notification via email.

Could you help to explain why and how to make it send the email to others in the email lst?

We configure it in "project Settings-> Customer Notification -> Notifications Request Created -> (See attached file)"


1 answer

0 votes

Hello @Pongsak W,

Welcome to Atlassian Community!

When a customer adds another person in CC, the person will be added as a participant and will receive the following notification:

Screen Shot 2021-06-07 at 15.44.30.png

They will be informed that the ticket is created and also that they were added as participants.

Can you please confirm if, on the ticket, the person is listed as a participant? 

Is the person a portal-only customer or are they an agent/admin?

Do they receive other notifications, for example, when a comment is added?

Kind regards,

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