CCing non registered users/unverified email

Hi Anaïs,

Thank you for your post, hope you are doing well today!

I understand you want to know about the expected behaviour when a user is added as a CC on a Ticket, correct? 

About your first question : If you require users to register before submitting a request, any support requests submitted by unverified emails will remain in limbo in the suspended ticket view (in other words, they won't create tickets in your other views and agents cannot work on them). Please refer to Verifying an end user's email address for further detail.

Regarding your second question : Be aware that you can only copy (CC) users that have a user profile in your Support account. However, I'm not sure about the fact that the CC was removed from the ticket at some point and I would like to investigate about this. 

Hence, I will create a ticket and email you to follow up on that!

Thank you for your understanding,

Have a great day!

Hi Remi, thanks for your reply.

1. I was talking about email address added as a CC, not that of the requester.

Or, do you mean that if an unregistered email is added as a CC by a requester, that ticket will be suspended in case of restricted access setting?

2. Also, I’ve already noticed that when an agent or an end-user adds a non-registered email as a CC, this email will be added as a new user. However, if an end-user adds as CC an email which is not in the allow list, I’m not sure what happens.

Will that email be added as a new profile in spite of the restricted access ?

As for the test I made, it’s more than 3 weeks ago, and I’m not sure I’ll find that test ticket.

If I can have a clear explanation of the expected behavior in general terms, that will be fine for me.  

Hi Anaïs,

Thank you for getting back to me. Hope you are doing well!

1. If you want to know about an email address added as a CC in a Ticket, no answer will be better than the one from our documentation about this, please have a look at the following section : About CCs, @mentions, and followers. Also, be reassured, someone added as a CC on a ticket can update the ticket.

2. I replicated the following on my test instance : Ticket creation as an end-user adding a CC email address unknown to my instance, with the Ask users to register enabled. The CC email address unknown did not create a new user profile, I can confirm.

Hope this helps! Let me know if you need further assistance.

Have a great rest of your day,

Best regards.

Thanks a lot for your prompt reply. I've already had a glance at this article, but I went through this more carefully this time. There's no mention about the case of restricted access with the allow list containing email domains, just what copied users can do, so if it's not an omission, I understand that a copied user can interact within the email exchange in any case using their email client, and that will not suspend a ticket. 

As we are using email domain mapping with organization, not registered users added as CC by a requester were added as new profile and attached to the organization mapped by their email domain.  I'm not sure if our setting is "Ask users to register", but your test seems to confirm that except for the case of email domain mapping where a new email is recognized as an authorized user, a CC will not create a new profile in case of restricted access setting, but they remain as a CC of that ticket and can send a public or private message about that ticket. 

J'espère que c'est clair ce que j'ai écrit ! Je viens de percuter que vous êtes français..

Anaïs,

Exactly, if the CC is already added to the ticket, any update from his side will not suspend the ticket, that's correct!

And yes, "a CC will not create a new profile in case of restricted access setting, but they remain as a CC of that ticket and can send a public or private message about that ticket."

That's the tests I made and can confirm!

Hope this helps, let me know if there is anything else I can do about this.

Merci, bonne journée à vous ;)

Ok, thank you. That seems to be clear !

Good day to you !