Email another user from ticket

[hannatomlinson]

Is it possible to reply to another user when replying to a ticket that has been raised.

Example.

Joe bloggs raises a ticket asking for help.

We want to be able to reply to Joe but also CC in his line manager so his line manager is aware of the request.

Thanks

[Paul Madison · Accepted solution]

Add the person you want to CC as a Request Participant.  Then they will get customer email updates and can view the ticket on the portal.

[Jack Brickey]

note: as a customer they will only get public comments. given it is the agent's manager you may wish them to be able to access the issue w/in JSD app (not portal only) and see internal comments, additional fields, etc. Just depends on your requirements.

[Jack Brickey · Accepted solution]

Assuming Joe’s manager is a user in Jira either add him/her as a Watcher (they will receive notifications per Notifications configuration). if they are not a user in Jira then you would need an addon, e.g. Automation for Jira or similar. The nice thing about A4J in Cloud is that it will soon be integrated.

[hannatomlinson]

Thanks Jack, If I add a user as a watcher, will they be able to view the original request raised by Joe or will they only see updates from that point.

[Jack Brickey]

Yes. if they get a notification and click on the link it will open the issue in JSD and they can view all aspects of the issue. Note this assumes that the individual has been setup in a role/group that has browse permissions. If you want them to be able to comment (internally only) then give the role/group comment permissions.