Marie Hanna

Good afternoon, 
We are having this same issue - information is getting missed from our customers and internally because side conversations does not update the status of the ticket after its been closed. This is causing a lot of frustrations. 
This was posted a long time ago and I am surprised that this has not been resolved to date. 

I believe the BCC is an extremely important feature as it means the agents don't need to do extra steps doing a side conversation. BCC would make the agents more time efficient, these extra steps should not be required. 

I absolutely agree, I was personally surprised that there wasn't a range of options to choose from out of the box to customise the CSAT. Considering customer service is such a highly valued topic it seems like it's overlooked? 

We are having the same issue on our end, the whole point of including the ticket information is to capture the ticket information in its entirety. hiding this information is causing extra work for our agents.

BCC is a basic email function, I am very surprised that this isn't already in Zendesk and needs to be voted on to be honest. 
We have customers that contact us about a certain product, one of the sales reps want to be contacted every time we get an enquiry about it. If we CC the sales rep the customer is going to question why a third person has been included in the email. With BCC we do not have to explain anything to the customer and keep that information in the back end.