How to include CC'd users as participants on emailed requests

[Ryan Bell]

For our organization's purposes, when our users reach out to the help desk for help, they will email the service desk with our custom email address. The emails then generate tickets for our help desk admins to organize and respond to. However, sometimes our users will CC managers or others who would also benefit from the answer the help desk would provide. Is there a way that the service desk can include those users CC'd on the original email in the ticket, as a participant maybe? That way when we respond to the original reporter, that response will generate an email to the CC'd users as well.

Thank you for your consideration.

[Emily Wood]

HI @Ryan Bell - I clicked on this Question because I'm looking for the same answer! I'm not sure about the Organizations option either, as we frequently have users which may belong to multiple organizations or NO organizations, or might CC in people from various user/client categories; the lines are very blurred!

I found this answer on another post:

• Go to Project settings > Customer permissions > Customer sharing and change it to Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

Just tested by adding my personal email in the CC field and it worked ✅

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This post explains a bit more about participants etc and may be helpful: https://community.atlassian.com/t5/Jira-Service-Management/How-to-CC-users-into-a-Service-Desk-issue-logged-via-email-so/qaq-p/1188149

I realise you asked the question almost a year ago, so you've possibly solved it anyway! Hope your roll-out went smoothly 🥳

[Josh Costella]

Hi @Ryan Bell 

Organizations are the way to go. See the solution here: https://community.atlassian.com/t5/Jira-questions/Handling-cc-d-addresses-on-incoming-service-desk-email/qaq-p/1706196#M488703

[Ryan Bell]

Hi @Josh Costella 

Thank you for helping answer this question. I'm not sure that will work for us at the moment. Our Service Desk hasn't been rolled out quite yet so we don't have any users to create an organization for besides administrators. I have it set so that as people email the service desk with tickets, they will be added to our user list automatically. 

I was hoping to get ahead of the roll out with as much as possible. Currently, we sometimes have users email the help desk and CC other parties so we're able to respond to everyone. However, I didn't see anyone I CC'd on my test email show up in the ticket when I tried yesterday.