How to keep CC recipients when reply on ticket?

[Evgeniy]

Hello

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!

[Angélica Luz · Accepted solution]

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".

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

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.

• What are request participants? 

Regards,
Angélica

[Gareth Jones]

@Angélica Luz 

Sorry to bring up an old topic, but I have a question regarding the steps above.

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

If this setting is set as suggested, would customers be able to see other organisations that are set up in the project?

[Karsten Schulze]

Dear @Angélica Luz 

I find this "request participant" role quite interesting and would also like to add a question:

Our scenario: we are using JSM to attend external (B2C) customers. So people from the "entire external world" can get in touch and tickets with corresponding reporters from e-Mail-Adress is being created.

For some questions, we need to get in touch with colleagues from other departments within our company (we use different domains within our company!). Those colleagues do not have a JSM license assigned and therefore dont have a role such as agent or similar.

However, to be able to answer questions our agents need to involve colleagues to get some more information before(!) replying to the customer.Can this be done using "participants" role from within the ticket? We dont want our customer to see the communication between the agent and the "participant" (=colleague withou license). Here is the flow we are aiming for:

1. ticket is being created by customer
2. customer account being created using e-mail from customer
3. reporter of ticket is set using before created accoun
4. agent checks ticket and needs to involve a colleague (=participant)
5. //not clear how exactly he adds the colleague, may be you can tell?// agent comments on the ticket with forwarding the question to the participant
6. participants replies to the ticket (reply is not seen by customer/reporter yet)
7. agent writes an answer to customer/reporter based on feedback from colleague / participant.

Can this be done in JSM (using the steps you explained above)?

Thanks in advance.

Best regards.

Karsten