If there are multiple customers in a project, will reply to customer send a mail to all of them.

[Vipul Kulshrestha]

I have a project that has multiple customer role users.

When I try to tag any one of them individually using "Reply to customers" under comments, I do not see them while I do see the list of members of the service desk team.

If I choose the "Reply to customer" option, will all those who are added to the project as customers be notified and is there some way for me to tag a specific customer?

Currently I use the "Share" option with individual mail IDs but feel that is not really the intended way.

[Trudy Claspill · Accepted solution]

Hello @Vipul Kulshrestha 

Referring to the following change request, when adding a Reply to Customer comment Agents can mention customers who have been added to the Request Participants.

 https://jira.atlassian.com/browse/JSDCLOUD-147

Reply to Customer comments will normally be sent to the Reporter and Request Participants of an issue, not to all Customers associated to the JSM Project.

[Vipul Kulshrestha]

Thank you Trudy

[Steve S_ · Accepted solution]

This might be more of a band-aid solution then anything, but if you want an easy way to send a mass-email to the users/groups of your projects then use the Send email from the System options.

[Vipul Kulshrestha]

Thank you, and I also used sharing using mail IDs.