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How to keep CC recipients when reply on ticket?


I have just started to use Jira Next-gen service desk software and faced with one problem.
- Customer created the case using email. During creation he put two people in CC copy.
- Engineer want to ask some additional questions regarding this case, using "reply to customer" button in the case.
- The thing is that only person who sent email receive email with questions from engineer, whereas all persons on CC receive nothing.

How to make Jira put CC recepients when engineer reply to the case?

Thanks in advance!


1 answer

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Answer accepted

Hello Evgeniy, 

Welcome to Atlassian Community!

When a customer created a ticket using the email channel, the people added as CC should be added as a participant. If they were not added, it means that the project is closed.

If you need people to be automatically added to the ticket for them to receive notifications, it's necessary to go to Project settings > Channels > Customer permissions. 

On this page, change the "Who can access the portal" to "Anyone".

Also, the "Who can customers share requests with?" must be "Any customer or organization". 

After that, Save and click on "Change the Global settings".

Screen Shot 2020-05-01 at 15.33.55.png

On this other page, you must allow customers to create their own accounts.

Screen Shot 2020-05-01 at 15.35.40.png

For tickets that already created, you can manually add the other people in the project on the customers' page and then add them as a participant on the ticket.


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