We have set up a restricted access to our Zendesk instance with some domains listed in the allow list and all other users suspended with * in the blocked list.
What is the expected behavior when a user is added as a CC to a ticket when
- CC’s email is in the allow list but is not registered or already registered but the email is not verified yet.
- CC’s email is not in the allow list.
It looks like in either case the CC will be added as a new user, but I want to be sure there will be no problem at least for the 1st case.
I tested the case 2 with a requester adding a CC from the request form - although having been added as a new user and received the agent's reply as CC, the CC was removed from the ticket at some point (after the requester replied all) so I'm a bit confused.
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