Sometimes I receive a ticket from external customer. It comes through the support desk and they are requesting me to send a reply also to their colleague who have never sent a support ticket through us before. They would mention their email address in a support ticket but the person is not CC-ed.
What I found is that when I then copy that email address into - request participants - it often times returns with:
'No matches found' - (please see screenshot below)
Does that mean I can only add the email addresses that have sent support tickets / were CC-ed in the past?
If you could advise, that would be the most helpful.
Hello @Support Agent,
Thank you for reaching out to Atlassian Community!
For agents to be able to share a ticket with someone that still doesn't have an account, there are two options:
From the agent view, it's not possible to create an account, so you will need to follow those steps in order to add them as participants.
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