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CC's actually function as CC's not BCC's

Harrison Cavallero
suggested this on August 02, 2011 10:33

So, currently it seems that CC's in Zendesk actually function in BCC's when sent out to the end user via email. For example, if Bob is the requester, and Suzie and Jack are CC'ed and I as the agent reply publicly for all to see, they all get the message, but do not see each other as copied on the email.This is bad for Zendesk end users who function out of email as this is not expected email behavior! CC's should remain in tact as CC's; at least it would be nice to have the option :) So please create a toggle to have CC's function as regular email CC's, not "Zendesk CC's".

Apparently (correct me please if wrong as I am just retelling what I got from support on the phone) this is due to the fact that Zendesk simply sends the agent update to the "notifications@zendesk" address for your domain and then updates the users individually. Could we just circumvent the "notifications@zendesk" step for the CC's and just send directly to them? Or some other derivation thereof? Thanks, much appreciated!



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Jake Holman
Product Manager

We're working on changes which will hopefully make this much more like a true email client would behave. 

This won't be a particularly fast process since it involves messing with sensitive areas of email processing (and since we process millions of them, we need to be extra careful!). 

August 08, 2011 12:18
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Harrison Cavallero

Good to know. Thanks Jake, hopefully not toooooo far off in the future. Take care.

August 08, 2011 12:29
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Glad to hear you are working on it as we could really use it too! Additionally, it would be nice to be able to remove a CC through email after this functionality is implemented.

Thanks Jake!

September 15, 2011 10:50
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If I were to have a person CC'd on a ticket, then CC them again in the email when responding to the ticket, will they receive multiple emails or will Zendesk see that they already received the email?

September 15, 2011 12:51
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Thomas Osowski

I've seen this in other systems as well so am not surprised at this behavior.  I like the idea of filtering all conversation through a single address so have added a section to the "CC email text" listing all users the email is sent to:

The following users have been notified: {{ticket.cc_names}}, {{ticket.submitter}}.

December 07, 2011 11:27
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Therese Erhard

I agree. CC's should be treated as CC's, not BCC's

May 09, 2012 05:32
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Bill Davis

This is also something that we would like to see delivered as we have had a few of our customers complain about this functionality and there is nothing that we can do to resolve it.  Is there any ETA or timing of when this feature will be available to us?

May 14, 2012 07:03
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Johannes Schunter

Any update when this will be changed? The item is now open since 9 months.

May 22, 2012 13:55
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Patrick B.

If this is coming to production, than there certainly will be again a need for Real-BCC.

Lets assume:
Your company works with some outsourcing-partners which should be informed from time-to-time about same of the customer-tickets.

But as is agreed the support will only be done by your company (not by the outsourcing-partners), you then want to show the CC-Adresses. Or let it be that your end-customer just shouldn`t see they get forwarded (for whatever reason), what to do then if the now undisclosed-CCs will get public.

June 23, 2012 01:23
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Our clients NEED to be able to remove CCs via their email.

January 02, 2013 12:27
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We really need Zendesk to make it possible for our clients to remove CC's from their e-mail. This is by far one of the most obnoxious and poor features of the system.

January 02, 2013 14:09
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When will this be done?

January 02, 2013 14:10
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Victor Caballero

Will this be addressed soon? Very important request for our clients. 

January 06, 2013 14:29
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Can we get an update on this from Zendesk please?  We need proper CC and BCC functionality ASAP.

April 17, 2013 10:23
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Daniel Anstandig

At this point, it's safe to assume that Zendesk will never address this.  I must say that their support is terrible in this regard.  No solution to this problem will ever be done, despite multiple customers requesting help now for nearly two years!

April 17, 2013 14:15