Enable end-user edit the CC list ON THEIR SIDE

Answered

6 Comments

  • Dan Cooper
    Community Moderator

    I'm still looking into the CC & Followers features that are rolling out, but I believe the CC feature is adapting to allow this.  In the case that you do need team members CC'd they can be added as Followers instead that would work more like Zendesk does today. 

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  • Brett Bowser
    Zendesk Community Team

    Hi Irene,

    I'm afraid end-users do not have the ability to edit the CC field once a ticket has been created. Only the agent will have the ability to do this from their end.

    If this is something you're interested in, I encourage you to create a feedback post in our Support Product Feedback forum for our product managers to review.

    Feel free to post a link to your feedback here as I'd be happy to pass it along :)

    Cheers!

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  • Imran Rabbane Sawjet

    Can I add a non-agent's email id in CC option? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Imran,

    Yes, as long as you have enable CC's toggled on under Admin>Settings>Tickets you should be able to add both agents and end-users as CC's.

    Let me know if you have additional questions for me!

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  • Imran Rabbane Sawjet

    I add an end-user in cc. But he didn't get any email. 

     

    Here is the settings of CC

     

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  • Devan - Community Manager
    Zendesk Community Team

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