How do I send response to everyone copied in the initial email request?

[Tariro Rarayi]

Our Clients send us issues via email. They copy other people from their organisation. When we respond to the issue from Jira, only the sender gets to see the response. How can we ensure everyone copied also gets to see the response? Also, I have tried sharing a ticket via email, but it never reaches the intended recipients.

Thanks,

Tari

[Jack Brickey]

If those copied on the email are “Customers” listed for the project they should be added as “Participants”. In so doing they will be updated whenever the reporter is updated. 

[Tariro Rarayi]

These customers are listed on our helpdesk but they still do not get the response.

[Jack Brickey]

Are they listed under “Participants” for the issue in question? If so and they are not getting notifications please check Customer Notifications.