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CC'ed addresses added by end-user do not receive agent reply

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Joey Pilot

Publication le 24 août 2021

An end user wrote into me, which created a ticket. They added CC'ed email addresses on their message.

When I reply, they are saying that the CC'ed email addresses are getting the message. Why would this happen?

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    Cheeny Aban

    Zendesk Customer Care

    Hi Joey,

    If they added CCs on the initial email, it will be included when the ticket is created. That said, the cc'd email will also receive your responses. To know more about how CCs works in Zendesk, you may check Using CCs, followers, and @mentions

     

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