CC'd email address not added to my Support ticket

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11 Comments

  • Todd Eldridge
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    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.

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  • Dan Emery
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    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?

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  • Jessie Schutz
    Comment actions Permalink

    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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  • Harold
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    From the article:

    "If an email address is added as a CC on a ticket that is not associated with an existing user in Support, the CC will be ignored and not added to the ticket. "

    Did this change recently? We've had 'anybody can submit' disabled forever but we also have lots of endusers that were never explicitly added by us, because they were added in email cc's by our customers.

    My experience used to be that cc e-mail addresses in tickets from registered users via the e-mail channel get added as cc in the ticket.

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  • Justin Smith
    Comment actions Permalink

    Hey Harold!

    Justin here from the advocacy team.

    To answer your first question, no this specific feature hasn't been changed recently in terms of when people are added to the account.  With that in mind, it is a bit odd that the users would be added via CC's if you've always had the 'Anyone can submit tickets' setting disabled.  The only way I can think of for those users to be added to the account would be if they were added by an Agent or Admin though the interface.

    If you have users that were not added by an agent, but were CC'd and added to the account, I would recommend sending in a ticket to support@zendesk.com along with the user name, ticket number and your account subdomain.  From there we can delve into this further and make a solid determination.

    I hope that helps!

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  • Schuyler Weinberg
    Comment actions Permalink

    Does this mean that if the person being cc'd is registered in the desk that they will be added as CC on the ticket if they were cc'd on the original email?

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  • Gretchen Ladd
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    Hi Schuyler,

    Gretchen here from Advocacy, thanks for reaching out! 

    If the person CC'd on the original email has an existing end user profile, and the setting "Only agents can add CCs" is not enabled, then yes, they should be added as a CC to the ticket.

    These are the other conditions where a CC recipient would not be copied:

    • 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 "CC' or "To" line of the email that generated the comment (or in the case of a new ticket, the email that created the ticket)
    • the CC recipient is added to your blacklist (see Using the CC blacklist)

     Check out this article for more information: https://support.zendesk.com/hc/en-us/articles/203690846-Copying-CC-or-mentioning-someone-else-on-a-ticket

    If I can clarify anything please let me know!

     

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  • Cameron Dostal
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    In regard to this, it has been noted by our company that when we comment on a ticket the trigger "notify customer of comment update" is activated and an email is being sent to:

    The "requester", however, the email does not show the CC's in the reply.

    A separate email is going to the "CC's" but does not list the requester.

     

    Can you please advise why this is the case and if we can rectify this

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Cameron,

    Since there's a separate email notification being sent to the CC'd user, they would not see who the requester of the ticket is which is expected behavior. That being said, there's a new CC and Follower experiencing being rolled out across accounts that would remedy this. 

    I would recommend taking a look at the following article for migrating over to this feature: Migrating to CCs and followers

    Let me know if you have any other questions.

    Cheers!

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  • Cameron Dostal
    Comment actions Permalink

    Hi Brett,

    Thank you for the reply, however, whilst this article helped it did not meed out clients needs.

    Basically, in the reply email, we need the cc's to be visible to who we reply to and vice versa.

     

    Can you please offer an alternate suggestion.

     

    Kind regards,

    Cameron

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Cameron,

    The only alternative solution available that may work is using liquid markup in your email triggers: Using Liquid markup to reveal CCs in a notification email

    Otherwise, migrating over to the new CC and Followers feature would be your best option.

    Hope this helps!

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