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

  3. If your trigger setup is correct and you still encounter an issue with email delivery, verify your email configuration and support address setup. In accounts with Agent Workspace turned on, you can view reasons for email delivery failure from the ticket to help you identify the cause of the issue.
    Email delivery failure message in Agent Workspace
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