Why was a CCed email address not added to my Support ticket?
In most cases, this issue results from having the setting Anybody can submit tickets enabled in your account. Agents or admins need to add end users to your account before end users can submit a ticket. For more information, see the article: Enabling anyone to submit tickets.
If an email address is added as a CC on a ticket that is not associated with an existing user in Support, the CC is ignored and not added to the ticket.
CCs won't also appear on tickets if their accounts were added to your CC blocklist. For more information, see the article: Using the allowlist and blocklist to control access to Zendesk Support.
To view CCed addresses on a Support ticket, view the original source for the incoming message.