Question

When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification? 

Answer

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 standard trigger named Notify requester and CCs of comment update is commonly used to send notifications to CC'ed users. However, your team may have changed that trigger. 

  1. Check your ticket events to identify the exact trigger that fired
  2. Edit that trigger to make sure its actions include Other > Notify by > User email | Object > Ticket > (requester and CCs)

Add the requesters and CCs in the trigger actions.png

For more information, see these articles:

  • How to tell if Zendesk Support is sending email notifications to customers
  • CCed email address not added to my Support ticket
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