Hey!
This post is a few months old, but I’m commenting here instead of creating a new one, to avoid unnecessary duplicates.
From what I can see, the post you linked to is about being able to assign multiple agents to a ticket, while you’re asking about being able to assign multiple customers. So I don’t believe you’re duplicating that post.
This is a feature I’m really interested in too. We’ve recently switched to Zammad as our internal service desk. Coming from Jira Service Management, we’re really missing the feature to be able to give multiple customers access to a ticket (request participants). I’ve jumped pretty deep into the customization of Zammad with triggers and the like, so I could probably throw together a solution to keep track of a list of CC’s, but we also want our customers to be able to keep track of tickets in the web view, not just by email.
I’m also slightly confused as to how this feature hasn’t been implemented yet, as there is already a similar thing, just for agents. Agents can manually subscribe to- or mention other agents in a ticket, to have them receive notifications on the ticket. I may be wrong, but I don’t see how it would be too difficult to add a similar feature for customers, which would also give them access to the ticket in the web view.
I reckon there are other people in my position too. With Atlassian Server products coming to their end of life in about 2 months, and the ridiculous price of Data Center licenses, many who are self-hosting Atlassian products like Jira Service Management are looking for alternatives. I’m very impressed with Zammad so far, and I hope the team considers this feature.