How can I cc others outside of my organization when I reply to a customer?

[Fernando Olivar]

How can I cc others outside of my organization when I reply to a customer?

[Olha Yevdokymova_SaaSJet]

Hello @Fernando Olivar 

Currently, Jira Service Management doesn’t offer a direct way to cc others outside your organization when replying to a customer. However, there are a couple of workarounds you could try:

1. Use the Request Participants Field:

   • You can add external users as Request Participants in the issue. They’ll receive notifications on updates and replies to the customer.
   • To add someone as a Request Participant, go to the Issue view, find the Request Participants field, and add the external email address.

2. Automate External Notifications with Smart Forms for Jira (if applicable):

   • With Smart Forms for Jira, you can set up forms that notify specific people upon submission. Though this doesn’t cc them in a reply, it can send form responses or updates to any email address.
   • You can configure also to send automated emails for external contacts based on issue events or form responses with automation.

[Brant Schroeder]

@Fernando Olivar welcome to the Atlassian community

If you are a customer you can add additional customers to the request in the portal by sharing it.  They would need to be customer in the service desk for you to add them.  

If you are an agent you can add new customers to the service desk and then add them as a request participant.