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Suggestion
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Resolution: Low Engagement
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The internal service desks used in the organization to handle the IT support requests often need multiple parties to be mentioned (watchers) so that they can track the closure of the request.
If the user is sending email request, that request gets handled by the email handler in the Service Desk but the email handler in service desk does not automatically add the CC'ed users on the email as watchers. In case of the Custom email handler, this feature is supported but we can not set the request type as "Emailed Request" after the ticket is created in service desk (cloud does not support changing the request type).
As an alternative, the user can share the request with multiple people from the portal, however the emailed request then need to be again updated by the users through portal to make the changes (share the request).
I am suggesting to have the option in Service desk email handler to have options provided by the custom email handler and enhance the emailed requests in Service Desk on Jira Cloud.
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