The responses to clients from the task in Jira do not come to the recipients from the copy in the em

[Тимофей]

In my company, it is configured so that the letters of clients that they write to our support mail become tasks in Jira, but if there are other employees in the copy in the client's letter, they do not receive responses from the comments in the task in Jira. How do I set up that responses are sent to all participants from an email?

[Jack]

By “letters” I assume you mean emails? Regarding the Cc list are these individuals Customers of the project? If so they should be added as Request Participants. Is that occurring?

[Тимофей]

Yes, I mean emails! Sorry. That is, every absolutely client must be logged into JSM so that emails go to Cс?

[Jack]

They don’t need to be logged in but the need to be defined as customers unless you have the project set to allow anyone to join.

[Тимофей]

Got it! Thanks :)