How to CC users into a Service Desk issue logged via email, so they can get updates and add comments

[Celeste Momsen]

We are currently using a programme that automatically creates a support ticket when anybody sends an email to our support email address. It also allows anybody to be cc’d into the ticket. Whenever the ticket is updated with a “Public” comment, these cc’d users (plus the reporter) will receive an email with the updates. The cc’d users may also reply to these mails, and the ticket will update with their comments as well.

Is this possible in JIRA Service Desk (without needing to “pre-load” anybody as a customer)?

We do not need the ability for these cc'd users to access the Customer Portal – they simply need to receive email updates.

I have read the help content as per the link below:

https://support.atlassian.com/jira-service-desk-cloud/docs/what-are-request-participants/?_ga=2.182318759.1852118736.1569487118-1633635332.1566457985

However this doesn’t state whether a cc’d user automatically becomes a request participant, or if there’s any other configuration that is needed to enable this.

[Angélica Luz · Accepted solution]

 Hi Celeste,

When a project is open for customers to send an email to create a ticket and they are able to create their own accounts, any email added to CC will be added as a participant and they will be automatically added as a customer from that project.

When someone is added as a participant manually or through the CC field, they will receive a notification informing that someone added them as a participant.

As they will have an account, they will be able to go to the portal to see the tickets where they are participant, it's not possible to disable that because they are customers in the project, so they will have permission to login in the portal.

• Add request participants through email

If you have any other question, please let us know.

Regards,
Angélica

[Celeste Momsen]

Hi Angélica

Thanks for confirming that CC'd users are automatically added as a participant / customer, with their own accounts.

We don't really need portal access disabled as such for these users, so this is fine as is.

What I wanted to confirm was whether they're automatically copied into each email in the thread between agent and initial reporter.

Example: A customer logs a JIRA ticket via email, and CC's another person in their company as well. The ticket is created, and the agent adds a comment on this ticket, then clicks the "Share with customer" button. Will the user who was CC'd into the initial mail, also receive the email with this comment (that is sent to the initial reporter)?

Also - if the reporter / customer then replies to this mail with another comment, will the CC'd user automatically get this mail too? Or does the customer need to physically CC them with each mail they send back to the JIRA agent?

[Angélica Luz]

Hi Celeste,

What I wanted to confirm was whether they're automatically copied into each email in the thread between agent and initial reporter.

• Yes, participants are also customers in a ticket, so all notifications that the reporter will receive, participants also receive.

Also - if the reporter / customer then replies to this mail with another comment, will the CC'd user automatically get this mail too? 

• Yes, once they are added as participants they will receive any public update, so if the customer replies and add a comment, the participant will receive a notification and also if the participant adds a comment, the reporter and other participants will receive the notification.

On a service desk ticket, we have basically 5 roles and they receive different types of notification:

• Assignee = Only for agents and they receive system notifications.
• Reporter = They receive customer notifications only, even if it’s an agent.
• Participant = They receive customer notifications also, even if it’s a licensed user.
• Organizations = It’s a group of customers and they also receive customer notifications.
• Watchers = Only internal users can be watchers, they will receive system notifications and can add only internal comments.

[Celeste Momsen]

Thank you Angélica