Configuring CC permissions and notifications

Fastpath: Admin > Settings > Tickets.

When you enable the CC setting, agents can copy users in ticket email replies or in the ticket view Zendesk Support. And, depending on the permissions you set, signed-in end-users might be able to copy users in ticket email replies and in Help Center.

CC recipients receive copies of a notification email when the ticket is created, and then every time somebody adds a public comment to the ticket. The CC recipients can also add comments to the ticket conversation.

Copying people in ticket emails has the following limitations:

• You can CC a maximum of 20 end-users in emails to prevent spam scenarios. However, you can CC an unlimited number of agents.
• Only agents can delete CC recipients.
• Agent recipients receive all updates. End-user recipients only receive public updates.
• When copying unknown end-users through email, new users are created automatically if your Zendesk doesn't require users to register.
• If you have a closed or restricted Zendesk, agents and administrators can CC unknown or unregistered email addresses. Those addresses will receive email when the ticket is updated, and can add comments to the ticket via email, but may not be able to access the ticket through Zendesk. End-users cannot add unknown CCs.
• Any additional people listed on the "To" line of the email are added as CC recipients on the ticket. 
• There is no BCC option. Users should expect others to see the message.

This article contains the following sections:

• Setting CC permissions for tickets and Help Center support requests
• Customizing the CC email notifications
• Using the CC blacklist

Setting CC permissions for tickets and Help Center support requests

You can give agents and signed-in end-users permission to copy (CC) people on tickets or you can restrict adding CCs to agents only.

Note: If you're using a Zendesk trial account, you cannot enable CCs for end-users.

When you enable the CC setting for agents, agents can copy users in ticket email replies or in the ticket view in Zendesk Support. If you enable end-users to add CCs, signed-in end-users can copy users in ticket email replies only or in ticket email replies and in Help Center. If you disable the Anyone can submit tickets option, you will not be able to add CCs in Help Center and end-users will not be able to CC people outside of your Zendesk account. See Enabling anyone to submit tickets in Zendesk Support.

Note: CCs act as a system field, so you cannot manipulate CC email notifications with triggers and automations. If the CC field is active, end users will always be emailed public ticket updates.

CCs must be enabled to merge tickets from different requesters.

To set CC permissions

1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
2. To let agents and signed-in end-users add CC's to tickets, select Enable CCs on Tickets.
   When selected, agents can copy users in ticket email replies or in Zendesk Support, and signed-in end-users can copy users in ticket email replies.

   Note: If you disable CCs on tickets, you will not be able to change the requester on existing tickets.

   You can limit CC's to agents only or add the ability for signed-in end-users to add CC's in Help Center using the settings below.

3. To prevent end-users from adding CC's, select Only Agents Can Add CCs.

   When selected, only agents can copy users. End-users will not be able to copy users in ticket email replies or in Help Center.

4. If you did not limit adding CC's to agents only, you can select Enable CCs for End-users on Help Center to enable signed-in end-users to copy users in Help Center.
   Note: If you have a custom Help Center theme that was customized before December 14th, 2015, you might need to also add code to your theme for the CC option in Help Center.

   When selected, signed-in end-users can copy users in these places:

   • Ticket email replies
   • Help Center on new support requests using the ticket form
   • Help Center in existing requests in My Activities
5. To specify email addresses that should never be copied, add them to the CC Blacklist.

   Use spaces to separate the addresses.

6. Save your changes by clicking Save Tab.

Comments by users not explicitly added to the ticket will be flagged

If an unknown user, who was not added to the ticket by the requester or an agent as a CC, updates an existing ticket, the comment is flagged and added to the comment stream as a private note. Most likely the email was forwarded by the requester to an unknown user or to an unverified email account (such as a secondary email address), and then replied to.

The flag brings attention to the potential risk, without affecting the workflow of your end-users and agents. The flag appears as a warning icon beside the first comment in the ticket. The ticket is not flagged in any ticket views. You can hover over the warning flag to get more information.

To handle a flagged comment

• If you are comfortable with the comment, ignore the warning flag and handle the ticket as you normally would. You cannot remove the flag.
• If you want to allow the new user to comment publicly on the ticket, an agent, the requester, or a CC on the ticket needs to add them as a CC.
• If you are not comfortable with the comment, you can raise a concern with your manager or consider temporarily suspending the user.

  Depending on the nature of the comment, you might want to raise a concern about the ticket with your manager. Also, you can consider temporarily suspending the user, to prevent them from submitting more tickets, until you can investigate and feel comfortable enough to reinstate the user. (See Suspending a user).

Note: If you continue to see flagged comments by the same user, and you think that person might be trying to gain unauthorized access to Zendesk Support, please contact the Zendesk Support Team.

Customizing the CC email notifications

You can modify the subject and body of the email that is sent to CC recipients see when they are CCed on a ticket.

To customize the CC email

1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
2. Edit the CC email text.
   • Edit the CC email subject field to change the subject that appears in CC email notifications.
   • Edit the CC email text field to change the body that appears in CC email notifications.
3. Click Save tab.

Using the CC blacklist

You can add email addresses or domains to the CC blacklist to prevent them from being copied on tickets.

To add to the CC blacklist

1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
2. Enter email addresses or domains separated by spaces in the CC blacklistfield.
3. Click Save tab.