My current situation is that I am setting up Zendesk and although allowing support tickets from emails to come into Zendesk, we are not replying to users via Zendesk, (all being done via email). We have turned off all updates back to the clients, but the one we can't stop is the 'CC' notification when someone is CC'ed into a ticket.
We need to have 'Enable CC's' on to allow us to correct tickets that are being sent in by ourselves, (on behalf of our customers), or where different users reply to the same ticket.
We understand from Zendesk that we can't stop this CC notification going out without switching 'Enable CCs' off, (making our admin issue worse as causes lots of duplicate tickets as different users reply):
"Unfortunately, there is currently no available option that will allow us to turn on or off the CC functionality when needed. The only workaround is to remove the CC recipients then re-add them when needed which I agree to be tedious task.
It also seems redundant for the CC notification to go out. If those in the CC get the reply from Zendesk, it seems to repeat the update email to those in CC with a note of 'you are CC'ed in, please type in your reply'.
Is there any methods of working you can suggest to help with this CC notification allowing us to be able to update/merge our tickets as needed but not have extra CC messages go out?