Why are CCed users not receiving emails?

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)

If your trigger is enabled correctly and you still have an email delivery problem, there may be an error message that contains a reason for the failed delivery. In accounts with Agent Workspace enabled, you can view reasons for email delivery failure from the ticket itself.

These email delivery failure messages can help you identify why an email was not delivered and if the problem was from the end user's email server instead of from your trigger setup.

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