JSM - Populate more additional fields when customers email to create ticket

[Peter Nguyen]

When our customers email us for support. Is there a way for them to populate more fields? specifically we would like to add emails to the "Share with" field

[Darryl Lee]

Hi @Peter Nguyen 

Do you mean you want to add the same emails to the "Share with" field for any new issues created by email?

For this, you can use Automation, although I'd need to know if you're adding emails for Agents, or for external users (customers).

Actually if it's always the same users, I'm going to assume it's an internal user (Agent), so yeah, you'd create and Automation to trigger on Creation, and then Edit the Issue and add the internal users as "Request participants".

OR, do you want to add, for example, the emails of people that were Cc'ed in the email to the "Share with" field?

For that... you have to change some permissions about how customers get created and who customers can share tickets with. There's a great answer here on that:
https://community.atlassian.com/t5/Jira-Service-Management/Adding-cc-d-users-to-a-new-ticket-automatically/qaq-p/1416754