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Why are CCed users not receiving emails?



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Katie Dougherty

Zendesk Digital Resources Team

Edited Dec 04, 2024


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4 comments

I have not received any emails from go@gohighbrow.com. Please advise if I am paid up as my records show that I am paid up thru August. Gloria B Miller gbmiller80@gmail.com

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Hi Gloria -
 
It seems like your correspondence has come to the wrong place! You've reached Zendesk support, and it sounds like you're probably trying to reach someone who *uses* our software to provide support. We make software that companies use to give their customers a way to contact them, but we don't actually provide support for their product, just the channel for communication.
 
Unfortunately, we are unable to forward your email on so please try reaching them directly from their website!
 
 

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What if we turned off this trigger? Both Requester and CC'd users won't receive any response.

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We have noticed that the CC's have stopped receiving updates recently.  We have not changed our triggers.

 

The use case we have most often is we want to get a ticket “out of the system” to another member of our organization who is not a Zendesk user.

 

For example, if a sales lead comes in through support, we CC our sales team when we reply to the ticket.  They are not longer receiving these.

 

What changed and what do we need to do to restore?

 

Thanks!

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