Copying someone else (CC) on a ticket

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

  1. 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.
  2. Begin entering a user's name, email domain, or organization name and the relevant results appear.

    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, you can add them by clicking +Add user at the bottom of the search results.

     

  3. 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.
Have more questions? Submit a request

Comments

  • Avatar
    Caitlin Davies

    Do CC's receive emails when a comment is made on a ticket that's viewable by the requester and the CC's? Or is that comment just "public" and they would have to actually access Zendesk to see the updated information? 

  • Avatar
    Gschulke

    in below article, it states 8 can be CC'd...which is correct?  And where is BCC?

    https://support.zendesk.com/entries/21209336-copying-other-people-on-tickets

  • Avatar
    Joy Carletti

    @Gschulke, thanks for pointing that out. We made a change last year to move from 8 to 24 CC's, so 24 is correct.  I'll update the other article to reflect that. Unfortunately, we do not have a BCC functionality.

    @Caitlin, Sorry for the delay in getting back to you! CC's receive an email on any ticket that has a public comment; they don't need to log into the web portal to receive the update.  

  • Avatar
    Patrick El-Azem

    I am trying to create a trigger but the only entries I see in the cc dropdown are our agents. We have a number of end users in our Zendesk. Why aren't they showing up in the dropdown?

  • Avatar
    Justin

    Hey Patrick: 

    End-users aren't available in the CC drop-down menu. It is not uncommon for a helpdesk to have thousands of end-users, and I don't think anyone wants a drop-down menu a mile long! You can CC end-users from the ticket, or by creating an external email target from Settings > Extensions. You can configure the trigger to send an email notification to the target when your conditions are met. 

  • Avatar
    Patrick El-Azem

    Justin, please see the original article above: "You can CC both agents and end-users"

  • Avatar
    Patrick El-Azem

    So I will try it your way, but maybe the trigger could let me type in an e-mail address manually - that would be very much more convenient. Thanks.

  • Avatar
    Justin

    You can CC both agents and end-users from the_ ticket form_ as the article states. You cannot CC end-users using the CC condition in a trigger. 

  • Avatar
    Patrick El-Azem

    OK, Justin. But my point is, in a *trigger* the whole point is to avoid per-ticket actions. We are just trying to "always add this person to cc if the new ticket meets condition xyz" so we don't have to remember it on every... single... ticket.

    I am not seeing "Add Target", i.e. any way to add a new target. Looking in the documentation I don't see whether it's only restricted to specific Zendesk subscriptions, and our Account tab (we have "Regular") doesn't list targets or extensions as something we're missing.

    Can you help me understand how to add targets, or why I might be restricted from them? I am an admin.

  • Avatar
    Justin

    Hey Patrick: 

    Other than using the external target in a trigger, we don't have a way to add end-users as CCs in a trigger. I totally understand where you're coming from here. I'd be helpful if the field was dynamic, much like the ticket CC field allowing you to populate a specific email address, but it isn't supported at this time. 

    To setup an email target: 

    Settings → Extensions → Targets tab

    Create an email target → Give it a title → Add the user address  

    To use the target in a trigger:

    Under the Perform these actions section, use the Notify target condition and select the target you've created. You can add custom text or placeholders in the text box. This will allow you to send an email to this user whenever your trigger conditions are met. 

  • Avatar
    Patrick El-Azem

    OK, thanks, found it. Doesn't sound like this has the same functionality as a cc (i.e. get e-mail whenever anyone updates the ticket) which is what my account reps are asking for, so to get that I guess we'll need to make them agents, right?

    Appreciate your quick responses!

  • Avatar
    Justin

    It'd be easier to just create targets for those people and add them to the appropriate trigger. Whenever the ticket is updated, they receive an email notification with the newest comment. The principle is the same as CCing somebody. 

  • Avatar
    Malcolm McDonald

    Justin -- this almost got me to where I need to be.  I've created an external target email; it fires off nicely; but does not contain the reply-to address necessary to have my external target be able to reply and add to the comment thread.  Is there another way?  Thanks!

  • Avatar
    Justin

    I should have clarified in my earlier comment that email targets are one way. The user can reply to the message, but because the target notificatoin is not associated with a specific ticket, and there is no unique reply address, Zendesk sees that response and creates a new ticket. Not helpful, I know! Targets are great for sending those static notifications if you're not looking for a reply. 

  • Avatar
    Patrick El-Azem

    Justin, thanks for your last comment. This is exactly why targets were not suitable for my use case (see comments above from 1/23) of ccing someone at my company who is not an agent, via a trigger - because that would not let the cced person easily add to the ticket, instead their e-mail replies would create a new ticket.

    I still think it would be excellent if triggers could be easily set up to cc end users at my company (the company whose Zendesk instance we're in) without those end users needing to be agents. Thanks.

  • Avatar
    Rob Bartlett

    We are CCing e-mails to our payment provider and we need to include the ticket ID in the e-mail subject to help with sorting.  The problem is that there is no e-mail template for CC e-mails.  How do we add the ticket ID to the subject for CCs?

  • Avatar
    Rob Bartlett

    An alternative that should also work, would be auto-inserting the ticket ID into the subject when the ticket/e-mail is received.

  • Avatar
    Jennifer Rowe

    Hi Rob,

    See if this community tip helps you: How to email users with the ticket number in the subject line.

  • Avatar
    Rob Bartlett

    There is already a trigger for this though (e-mail CC).  The main problem is that there is no template to edit for the CC e-mail.  We have ticket numbers being inserted otherwise, but see no place to insert the ticket into the subject for CC e-mails.

  • Avatar
    Jennifer Rowe

    Ah, gotcha. I don't know how to do that. Maybe Justin (who moderates this forum) will know more...

  • Avatar
    Justin

    Hey Rob: 

    The CC subject line is currently not editable in any way. There's a feature request here: https://support.zendesk.com/entries/162078-allow-to-change-cc-email-subject-not-only-text

    You can modify the email your users receive when they're a CC from Settings → Tickets. The text field will support placeholders. 

  • Avatar
    Todd Zabel

    It would be great to be able to remove a Cc from a ticket via trigger....

  • Avatar
    Jennifer Rowe

    Yea, good idea, Todd. Maybe you can add that to the feature request Justin mentioned above, or it might be a separate request. Either way, I'll pass the feedback on too.

  • Avatar
    James Schilling

    If someone emails a support request and CC's someone on that email, will/can they be added to the CC field in the ticket created?

  • Avatar
    Anton de Young

    James, 

    Yes they are added as a CC to the ticket. 

  • Avatar
    Sebastian Nash

    Are CCs emailed as well when a trigger emails the Requester?

    e.g. Notify requester of solved request performs Email user (requester). Do CCs also receive a copy?

  • Avatar
    Brandon K.

    Hey Sebastian,

    The CC function is set to email the CC'd users in the same way that your default triggers would. The triggers do not actually cause the message to be sent though, so if you disable all of your default triggers, the notifications to your CC'd users would still go out.

  • Avatar
    Joe Jenkins

    We use the CC function quite a bit -- typically when junior techs are looping in top tier people to get extra help or something like that but there are other times we use it as well.

    Another use we have is looping in management of the organization we are dealing with.  There is no way to do this automatically in automation or ticket triggers.  We can auto CC other agents but not other users?  We have some companies that require us to CC their management team on all tickets related to an organization and having to do this manually leaves room for error.  That's not good for anyone.

    Any chance of an automation like:

    Ticket is Created

    Organization is [Orgs]

    Perform these actions:

    Group: [groups]

    Assignee: [Assignees]

    Add CC:  manageremailaddress@companyname.com

    Status: [Open]

    I think you get the point.  Having the ability to fill in that address and set up a trigger for each company would be extremely useful since most company's business logic requires this sort of thing already for accountability of both the helpdesk and the employees submitting the tickets.

    Any thoughts on this?

  • Avatar
    Brandon K.

    Hey Jjenkins,

    I think you might want to take a look at email targets. If you go to Settings > Extensions > Targets you can add a target at the top right and choose Email Target from the list. This will allow you to notify an email address that does not belong to an internal agent using a Trigger. Although it wouldn't be through the exact CC feature, I believe this would be closer to what you want. You would have to create a Target for each email address you want to communicate with, and you would need to create a trigger for each situation you would want to send out an email to these targets.

    Let me know if you have any follow up questions about setting this up!

  • Avatar
    Kennon Hulett

    Is there any way to set up a view for CC's? I get CC'd on tickets from my agents regularly, but they go straight to my email, I'd prefer to be able to view them through the ZD interface.

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