When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification?
Email addresses that are cc'ed on a ticket rely on triggers to send the message. If cc'ed people are not getting notified, there is an issue with the trigger.
The default trigger, Notify requester and CCs of comment update, is commonly used to send notifications to cc'ed users.
- Check the ticket events to identify the trigger that fired.
- Edit the trigger to make sure the actions include Email user | (requester and CCs).
For more information, see the articles: How to tell if Zendesk Support is sending email notifications to customers and CCed email address not added to my Support ticket.