|Announced on||Rollout starts||Rollout ends|
|November 16, 2022||November 16, 2022||November 18, 2022|
Email side conversations have always been capable of having multiple people involved as participants; however, all recipients would have to appear in the To field in the email.
Now, you can CC and BCC recipients on email side conversations.
This announcement includes the following topics:
With the addition of CCs and BCCs, email side conversations now look, feel, and act like traditional email more than ever.
Note that CCs in email side conversations behave differently than how CCs work in ticket comments with end users (see CCs and followers resources). Essentially, side conversation emails simply add recipients into their respective email headers.
Keep in mind that since Zendesk is a multiplayer environment, any agent with access to the ticket will be able to open the side conversation and see anyone who was BCC’d.
Why is Zendesk making this change?
Having everyone appear in the To field of an email is usually fine. In the age of text messaging, group texts are pretty standard.
Email is of course older and, as a result, has more powerful concepts baked in. Two of those are CCs and BCCs.
Although you no longer need to press hard with your pen while writing a memo so the carbon paper prints legibly, many people use the CC field in emails to communicate that the CC’d recipients are included but aren't the primary recipients. This enables workflows where people can be kept in the loop, but know that there’s no explicit action required from them.
BCCs provide the same functionality without letting everyone know they’ve been included. This is often used for keeping stakeholders or higher-ups informed about communications being taken as a form of accountability or when situations are sensitive.
What do I need to do?
If your Zendesk account has side conversations enabled, CC and BCC fields are available in email side conversations by default; however, if you'd like to learn more, see Adding CCs and BCCs in email side conversations.
Happy carbon copying!