Question
Why can't I BCC users on tickets in Zendesk?
Answer
In Zendesk BCC's are not recognized and are not supported in tickets. When a user is added as a BCC on an inbound email, the user will not be added or acknowledged anywhere in the ticket or events. Additionally, BCC's are not notified of any ticket updates from the agent interface.
When the BCC'd user responds to the original email it may be captured through the system's inbound email threading processes causing the message to be appended to the existing ticket in the form of a private note.
As an alternative, if your account has access to side conversations you can open a new side conversation and add a BCC to the side conversation within the ticket. For more information, see the article: Using CCs, followers, and @mentions.
5 Comments
Can you add your use case to this thread in our product feedback topics? Support Needs BCC Option
Thanks!
Zendesk Sell includes BCC functionality, why not Support?
We don't have a way to detect incoming email if the support address has just been added as a BCC. I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. For the meantime, I'll also mark this as a feedback. Thank you for understanding.
Many thanks Dane. I think it's an edge case anyway so all good.
If Zendesk doesn't see value in this as a feature (even if it's possible) then that's completely fine with me ;)
Hello :)
Is there a way to know if a ticket is created because someone BCC'd in a Support address? Other than viewing the original email in the ticket - which doesn't show the BCC information anyway...but I guess this could be used...except it's cumbersome. Doing it on every ticket would be a pain.
As an agent, I'd like to know that the ticket was created due to us (the Support team) being BCC'd, so I don't inadvertently reply with sensitive information.
See this video for an example.
Many thanks
Chad
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