How can I make sure everyone in copy on an email gets tagged as a participant?

[Ibiba.lawson-jack]

Hi all, new to this forum. 

My team uses Service Management to handle incoming queries but we still have access to the Outlook inbox.  We can see that there are people/groups in copy but if they have never emailed in to generate a ticket, we cannot add them to the main ticket. 

Does anyone know a way I can configure it to make it automatic? 

Thank you. 

[Jack Brickey]

Do you have the project configure to automatically add customers? This post does a good job of explaining how Cc emails are handled - How-to-CC-users-into-a-Service-Desk-issue-logged-via-email 

[Ibiba.lawson-jack]

Thank you for this - I need to check in with the administration team so see the configuration