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Individual users responding via email to a ticket when a member of a cc'd distribution list


My company makes extensive use of internal distribution lists. When someone creates a ticket by email and cc's a distribution list, the distribution list becomes a participant on the ticket as expected, and everyone on that distribution list receives email notifications to the distro, also as expected. However, if a member of the distribution lists replies to the ticket, their email is not handled by JSD and added to the ticket as a comment since that user isn't a ticket participant.

Is there a way to alter this behavior so anyone can respond to a ticket and have their comments added to the ticket?

Thank you,


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