CC'd email address not added to my Support ticket Follow

Comments

3 comments

  • Avatar
    Todd Eldridge

    Isn't there an easier way to see who is CC'd?  The "original email" could be very far down.  Not a great option.  Is there an plug-in maybe that can show this?  The original email only shows who should be CC'd but not who is actually receiving updates.

  • Avatar
    Dan Emery

    Hi 


    We have "anybody can submit tickets" enabled but people listed added CCs are not getting emails. Why is that?

    Do they need to be verified users?

  • Avatar
    Jessie - Community Manager

    Hi Dan!

    Offhand, I'd recommend checking to make sure that you have CCs enabled. Go to Admin, scroll down to Settings, and click Tickets. The fourth section down on that page is where you'll find your CC settings. Make sure that the box is checked next to Enable CCs on tickets, and that you have the correct settings for whether just agents or agents AND end users can add CCs to tickets. For good measure, make sure that there isn't anything under the CC blacklist that shouldn't be there as well. Then scroll down and click Save.

    Can you give more detail about who's not receiving the emails? Are they agents or end users? Are you certain that nobody is receiving them, or are only certain users not getting them?

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