Why can't I CC emails to tickets?

Question

I created a ticket and added a user in CC on the original email, but Zendesk Support doesn't display that address in the ticket's CC field. Why can't I CC emails to tickets?

Answer

This happens when the Zendesk Support account is closed and set to permit only added users to submit tickets.

When you turn off the feature that allows anyone to submit a ticket, only users with registered profiles can create tickets, and you can include only those users as CCs on tickets. This ensures that only verified users interact with the support system.

If an unregistered user tries to create a ticket, the system rejects the ticket. If a registered user adds an unregistered user as a CC on a ticket, the system doesn't create a profile for the unregistered user in your Zendesk account. As a result, the system excludes that individual as a CC on the ticket and doesn't send them any notifications related to it.

If you're an agent, you must create the end user before you can CC them on the ticket. Agents must have access to all tickets to create or edit end users.

This mechanism maintains integrity and security because it limits interactions to known users only.