Now, when a user writes a letter to support@*****.com and puts a copy of his colleagues in Jira, we see only the email from which the request was sent and do not see all whom he put in CC. It is necessary to understand the problem and find a solution.
JIRA Service Desk Application 3.3.0-OD-1000.2634.0
If I understand you correctly, copied emails are not set into the 'Request participants' field of the issue?
For that to work you need to check Project Administration -> Customer Permissions -> Who can customers share requests with
Bear in mind that if your service desk is not "public" (i.e. only customers added to it can raise tickets) you need to make sure, that copied emails are also added to the project as customers, before other customers can share requests with them.
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