Depending on your plan and how your admin has configured your account, you can also CC and BCC users in email side conversations.
This article includes these sections:
- About CCs and followers
- Adding CCs from the ticket interface and ticket notifications
- Adding CCs and BCCs in email side conversations
- Adding agents as followers from the ticket interface
About CCs and followers
- CCs allow you to include end users and agents on ticket notifications. Internal and external users can add CCs (copied users) to tickets. Agents who are added as CCs will have their email addresses visible to all end users in the thread (agents are not copied separately). CCs can respond to ticket notifications publicly, or they can remove the requester from the notification to submit a private response. A ticket can have up to 48 email CCs.
- Followers allow you to include additional internal users (agents or administrators) on ticket notifications. Internal users can add followers to tickets. Followers receive updates on the ticket without exposing their identity to end users. There's no limit to the number of followers you can include on a ticket.
It's important to understand what happens when different users (your end users, agents, CCs, and followers) reply from email. See the following related articles for more information:
Adding CCs from the ticket interface and ticket notifications
You can copy users by adding them to the ticket from a public reply in the ticket interface or from the ticket notification. To learn more about using CCs, see About copying internal and external users on tickets.
To CC a user from the ticket interface
- From Support, open the ticket in the agent interface.
- In the comment stream, click Public reply.
- Click CC on the right side of the comment header.
If there are already other users copied on the ticket, you can click on the CC line to add additional CCs. - Begin entering the name or email address of the user you want to copy. Registered users’ names will appear as suggestions.
- If you see the user you want to include, click their name; otherwise, click Add
user and enter the user’s email address.
When the header is expanded to show CCs, a warning icon
appears next to any users without email addresses.
- Repeat as necessary.
- Enter and submit your public comment (public reply). Copied users receive a notification and are included in subsequent replies until they are removed from the CC line.
To CC a user from ticket notifications
- From your email client, open the ticket notification.
- Open the CC line, per your email provider’s instructions.
- Add the name of the user you want to copy. Repeat as necessary.
- Add your comment and send the email. Copied users will receive an email notification, and will be included in subsequent replies, until they are removed from the CC line.
Adding CCs and BCCs in email side conversations
You can CC and BCC both agents and end users in an email side conversation. Side conversation CCs and BCCs differ from CCs on a ticket in some ways. For example, you can use trigger conditions and actions to check for and/or add CCs to a ticket but can’t for side conversations.
To add CCs or BCCs to existing email side conversations
- In a ticket, click Side Conversations in the upper-left and select an existing
email side conversation.
For more information about using side conversations, see Creating side conversations
- Click Write a reply.
- Click CC on the right side of the comment header.
The CC recipient field and the option to BCC users appears.
Note: Adding a user as a CC or BCC on a side conversation doesn’t add them as a CC on the ticket. - If you want to BCC a user instead of or in addition to copying a user, click
BCC.
BCC recipients aren't visible to other recipients on the email, but are visible to anyone who can view the side conversation within Support. See About BCCs in email side conversations.
- In the corresponding field, begin entering the name or email address of the end user or
agent you want to CC or BCC.
Users who already exist in your account appear as suggestions.
- If you see the user you want to add, click their name; otherwise, type the email address
of the person you want to CC or BCC.
Users you add by email automatically become end users in your account if they aren't there already.
- Click Send.
About BCCs in email side conversations
Similar to traditional email, when you add a recipient in the BCC field on an email side conversation, the BCC’d recipient can see other recipients in the To and CC fields. However, the BCC’d recipient won’t see that they were added to the BCC field.
When a BCC’d recipient replies to an email side conversation, their reply is threaded into the side conversation. Other recipients won’t receive the BCC’d recipient’s email.
If a BCC’d recipient replies via “reply all”, other visible recipients (that is, recipients in the To and CC fields) are also included in their email. By using “reply all”, the BCC’d recipient makes a public reply to the side conversation and is included in all subsequent replies from the side conversation. You can remove them from the recipients list if you don’t want them included in further replies.
Adding agents as followers from the ticket interface
Internal users (your company's agents and admins) can add followers from the Followers field from the properties panel in the ticket interface. Followers receive email notifications when a ticket is updated. To learn more about using followers, see About adding followers to tickets.
- Select a ticket from one of your views.
The Followers field appears in the ticket properties panel on the left side.
- In the Followers field, enter a user's name, email domain, or organization name
and the relevant results appear.
Internal users such as agents, light agents, and administrators can be followers.
To quickly add yourself as a follower, click follow.
- Click the delete button (X) in the person's name box in the Followers
list
To quickly remove yourself as a follower, click unfollow.
To add agents as followers from ticket notifications
- From your email client, open the ticket notification.
- Open the CC line, per your email provider’s instructions.
- Add the name of the user you want to add as a follower. Repeat as necessary.
- Add your comment and send the email.
If you're an agent who is not already a requester or assignee on the ticket, you're also added as a follower.
45 comments
Jennifer Gillespie
Sydney Neubauer Interesting. That honestly is super unhelpful for us when we sometimes just need to see who's been cc'd without having to write/start a public reply. We regularly save/add new cc's before making the reply to ensure that they are not forgotten (that part is feedback for Zendesk). I appreciate you letting me know about your experience. I've logged a ticket with support so we'll see what I can find out from them on this topic.
0
Joyce
Thank you for sharing a screenshot of the current behavior of the enhanced CC and followers experience.
Hello Jennifer,
The CC field disappearing in the left-hand ticket panel is expected behavior when you migrate to the Enhanced CCs and Followers experience. The CC field will now show in the composer below the "To" field while the "Followers" field is added in the left-hand ticket panel.
If the new CCs and followers experience is not enabled in your account by default and you just manually migrated to it, you have the option to roll back to the legacy experience by clicking on No longer want to be a part of the CCs and Followers experience? in the CCs and Followers section. Here's the article about rolling back the account to the old experience: Rolling back CCs and followers
Hope this helps!
0
Jennifer Gillespie
So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team. With the old functionality anyone can quickly see if there are or are not cc's. With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply. Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?
Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.
0
Joyce
You can definitely create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
0
Laura Garwood
Hi,
Our agents aren't receiving email notifications when they are added as a follower on a ticket.
Is there any reason for this?
Thanks
Laura
0
Joyce
I created a ticket for this concern as it will require us to check your account to understand the reason behind the issue of follower notification not being sent to your agents. Our team will be in touch via email.
0
Søren Reinewald
Hi, i got feedback, that the display name of the sender, when people are on CC is the requester of the ticket, but the mail is from our zendesk subdomain. This unfortunately means that the cc mails are marked as spam, as they can see the name is spoofed. Can we in any way change these settings?
0
Elaine
Absolutely! To tackle the issue of CC'd emails being marked as spam due to the "From" name displaying the requester's name while the email originates from our Zendesk subdomain, we can adjust the "From" name settings in your Zendesk account. Head to the Admin panel, navigate to the "Channels" section, and select "Email." Look for settings related to "Email Accounts" or "Email Forwarding." Modify the "From" name to clearly represent your organization or Zendesk instance, ensuring it doesn't appear as if it's being spoofed. Additionally, ensure proper email authentication via SPF, DKIM, and DMARC protocols for your domain to prevent spam filtering due to potential spoofing. After these adjustments, conduct tests to confirm the updated "From" name displays accurately in CC'd emails and doesn't trigger spam filters. This should help address the concern and improve email deliverability for CC'd messages.
If this doesn't resolve your concern, feel free to reach out Zendesk customer support team for further assistance.
0
Gian Marco Monacelli
I have a separate contact form in a website, that forwards an email with the content to Zendesk and creates a ticket. The problem is that the user´s email address is not added as the “Requester” so agents have to manually change this. We tried modifiying the form so that the Customer´s email appears in the “CC” field. is there any way of creating a rule that gets the email address in CC and makes it the requester of the ticket?
0
Paolo
Email address in the CC line can't be added as a requester upon ticket creation. You may need to check the custom contact form for it it function the way you'd like it to be. I'd recommend following the guide here: Building a custom ticket form with the Ticketing API.
Best,
Paolo | Technical Support Engineer | Zendesk
0
Joana Liberato
A customer is asking to be CC'd in every ticket raised from his Organization. I am not sure if we have that feature to keep the requested customer CC'd by default?
The only option I could think of is to manually CC him in every Zendesk ticket raised by his Organization or he may have to ask his team to CC him while they raise a support ticket with us. Is there a feature in Zendesk to do so?
0
Jeffrey LeBlanc
I would like to have all End Users from our email domain that are added as a cc by a customer be stripped out of the CC line and automatically added as a follower.
We strive to keep direct email addresses out of the ticketing system to remove the shadow support system but often users get added by internal or external users without the agent noticing it was done.
0
Sarah
Is it possible to set up a trigger or any configuration in Zendesk to notify us whenever a specific email address (end-user email) is added to the CC field?
0
Max
hello Paolo
how can we add cc in a macro triggering a side conversation ?
When creating a macro, we can pre-fill the “To” field but not add cc. I was wondering if there was a special way to do it adding cc: or something ? Thank you
0
Ivan Munoz
When a Customer fills out the New Requests form the CC field appears, as expected.
How can I add subtext (or hint) to the CC field?
The ask is to provide a small message such as “CC emails will be included in your requests” or something along that nature and place it below the “CC” label of the field.
0