JSM - Adding CC'ed emails as customers when forwarded to support email

[Amanda Barber]

Hi all! Appreciate any advice anyone can offer on this. We're somewhat new to JSM and keep running into little hiccups!

Scenario: Our customer success manager copies our support email on an outgoing message to a customer to provide visibility to support. This creates a JSM ticket. However, the customer(s) she CC'ed are not visible anywhere in JSM.

Problem: Customer(s) CC'ed are not automatically created - AND - they are not even visible to the support agent to create them manually.

Goal: When a CSM CC's support on an email to a customer, the customer should be shown as a request participant.

Can this be achieved by automation or is there a setting I may be missing?

[Aaron Geister _Trundl_]

The customer must exist in the customers section. If they don’t it can’t create them unless you have the permission set up to support this. 

• Review Jira Settings:

Go to Jira settings > Products > Configuration and check if customers are allowed to create their own accounts. 

• Also believe the JSM project has to be set to open. 

here is older post that goes over similar issue. 
https://community.atlassian.com/forums/Jira-Service-Management/Service-Desk-Email-cc-Participants/qaq-p/921950

hope this helps. 

[John Funk]

Hey Amanda, 

I am just guessing here, but maybe it is because the email is only copying the support address and is not being sent to the support address with a CC to the customer. You should try that and see if it creates the ticket and adds the customer to the Request participants automatically. 

[Mikael Sandberg]

Make sure that your Customer permissions is set to allow "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project" under Customer sharing and that Channel access is set to open.