Reply to more than one person on Jira service desk

[James Dunn]

Hi,
we are just setting Jira service desk up 
and we are finding it difficult to reply or communicate from the logged ticket to either more than one recipient or a different one to he reported the ticket.

Is this possible?

Thanks

James Dunn

[Aaron Williams]

You should be able to add Request Participants who should all then receive a notification when a new comment is added or a transition is made.

You're not able to directly @mention someone who is not the reporter, or another agent/administrator in the project, but they should see the action/comment if they're a participant!

You can double check the Notification Scheme to see that things are set up right, if you're finding some users aren't getting notified. Alternatively it could be that they've hit an unsubscribe button for an issue they've been made a part of!

[James Dunn]

ok, thanks for that,

I have tried this but sometimes it says that they are not users

and also this will be for external support so will the reporters and participants need to have a Jira account to view the comments when they are notified.

Lastly is there a plug in that would give this funtion ?