If your Zendesk is configured to allow it, you can copy (CC) people on tickets. You might do this if you want someone else to be aware of the ticket or provide some feedback about it. You can only add users as a CC on a ticket if they have an account in your Zendesk.
You can CC both agents and end-users. CC recipients are notified when a ticket update contains a comment. Agents are notified whenever new public and private comments are added to the ticket. End-users are only notified about (and can only see) public comments that have been added.
A CC recipient is not copied if any of the following conditions applies:
the CC recipient added the comment
the ticket is updated without a comment
the CC recipient will get a trigger notification too
the CC recipient is listed on the "To" line of the email that generated the comment (or in the case of a new ticket, the email that created the ticket)
You can add up to 24 end-users as CCs on a ticket. Additionally, you can add an unlimited number of agents.
Note: It is not possible to add a blind CC (BCC). Also, you cannot CC the ticket requester.
To add a CC to a ticket
Select a ticket from one of your views.
The CCs field is displayed in the ticket properties panel.
Zendesk Classic: Click Edit/Share next to the ticket requester's name to display the CC field.
Begin entering a user's name and the relevant results are displayed.
You can quickly add yourself as a CC by clicking cc me above the CCs field.
Note: This option is only available in the new version of Zendesk, not Zendesk Classic.
If you want to CC a user that doesn't have an account in your Zendesk, enter the person's email address in the CC field and press the spacebar. An end-user is created with the information in the email address. For example, entering firstname.lastname@example.org creates a user named "dave" with the email address email@example.com. You don't need to enter any other information about them yet.
You can also add them as new users first. Hover over the +add tab in the top toolbar, then select User and follow the steps described in Adding and managing end-users. Unless the admin has changed the default setting, new users receive the welcome email and need to verify their account before they can view the ticket.
Select the user. The changes you make to ticket properties are saved immediately.
To remove a CC from a ticket
Click the delete button (X) in the person's name box in the CC list.