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How do I add CC's to a ticket?

Jill Kaselitz
asked this on June 16, 2010 13:57

Tech Tip: A question submitted by a real Zendesk customer! 

Can you let me know how to add cc's to an open ticket? I am trying to do this, but I'm not seeing the option.

 

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Jill Kaselitz
Zendesk
Check Answer

You can use the CC field to include other users on the updates within the ticket. You may need to enable the requester CC option. Within the "Settings" >> "Tickets" tab, there is a check box labeled "". You should check this box off to enable CC-ing of other agents or existing end-users. You can then add/CC other users at the top of a ticket by clicking on the "edit >> link. This option is only available for agents, but will automatically be accepted by end-users if they CC other users by using email.

June 16, 2010 13:57
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Greg Davies
micropower

Jill - I know it has been a while between comments on this, but is there a way to add a cc: as part of a macro or trigger?

 

Greg Davies

June 02, 2011 22:06
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Jill Kaselitz
Zendesk

Hi Greg,

If you are looking to cc an agent via a trigger, you can do this via the "add cc" option from under "perform this actions" in a trigger. If you want to cc a non-agent, you could accomplish this via an email target (https://support.zendesk.com/entries/242830-targets). Targets can be found from under the "settings" tab > "extensions" > "targets" > "add target".

While it is not possible to add a cc via a macro. we would love to hear your feedback and ideas here https://support.zendesk.com/forums/1848-feature-requests

Jill

 

June 03, 2011 08:24
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Mike Ryan
I get a ticket from one source, but I need to notify a group of people (all end-users only) when the ticket is solved, so that they can see the comments on the ticket...How would I do this today?
August 29, 2011 09:02
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UNSW

Jill - cc'ing a non-agent via an email target does NOT add the non-agent as a CC to the ticket - all it does is send a push notification to the email address... 

Why does Zendesk not allow an agent to set up a trigger to add a non-agent as a CC?

Even more useful - why does Zendesk not allow a non-agent to add a CC via the web interface? The non-agent can add a CC by email - but not by web interface - illogical and frustrating...

February 12, 2012 22:37
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Dan Smith

Is there a way to allow an end user to add a CC to a ticket when they initially create the ticket via the web form? I know CCs are added when the ticket is created via email, but we are trying to get our end users in the habit of logging into our support desk.

July 27, 2012 15:56
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Lloyd Dewolf

I have the same question as Dan Smith. Is there a feature request open for allowing cc in the ticket form?

How can we encourage our customers to use the form and search in the portal first when it is missing this key feature?

Also see comments in https://support.zendesk.com/entries/12165-cc-ing-recipients-to-your...

August 15, 2012 10:09
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Justin Seymour
Zendesk
Check Answer

Hey Dan, Lloyd: 

It's currently not possible for end-users to CC an address when creating a ticket via the ticket form/web portal. They'll need to email the ticket with the desired CCs already included in the original message. There is a feature request for this here: https://support.zendesk.com/entries/10421-add-possibility-to-set-cc...

@Lloyd: Head over to Settings → Channels → Web Portal and check out the Topic Suggestions feature. When end-users submit a new ticket from the Feedback tab or web portal, Zendesk will suggest existing forum topics prior to ticket submission. For example, if I'm submitting a ticket about password resets, and my subject is "Password Help", the topic suggestion function will show an existing forum article on how to reset your password. 

August 20, 2012 11:21
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Jon

What happens if people are CC'd on the email, (not the original) and then hit Reply All?  Will that generate a new ticket

May 01, 2013 09:44
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Brandon K.
Zendesk

Hey Jon,

Because the original email should have been sent from Zendesk, a duplicate ticket would not be created. Everyone else, however, would receive two notifications though as they would receive one from being directly sent through the Reply All and then a second from the Zendesk ticket being updated and sending out a notification.

May 01, 2013 11:59
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Jon

OK, I get it.   Now, what if I wanted to notify a single Light Agent who is CC'd on the ticket with, lets say, 3 others?  Is there no way to keep everyone who is CC'd from getting notified?  Can I email the Light Agent directly and include some sort of code in the subject or body?

May 01, 2013 12:11
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Brandon K.
Zendesk

Hey Jon,

Unfortunately not, the CC functionality in Zendesk is very rigid. All public comments will be sent to all CCs and all private comments will be sent to CCs with agent permissions. You could try making the ticket a problem ticket and then creating a new ticket with the CC you want to speak with as an incident and attach it. This will make it easier to jump between tickets, but remember to detach the ticket after your conversation is concluded or you might send them a duplicate email when you solve the main problem ticket.

I hope this workaround is good enough!

May 01, 2013 16:11