How to Enable and Manage CC Fields in BoldDesk

This article will explain what the CC field is, where it is used in BoldDesk, and how to configure the CC field settings in BoldDesk for the agent, customer portals, and support emails.

What is the CC field and where is it used?

The CC field is a field that is given for the purpose of providing additional notification support. It is primarily used at BoldDesk for ticket and forward ticket activities. When a ticket or activity is changed, email notification alerts are sent to the users who are associated with the ticket or activity. Those on the CC list will also receive a carbon copy of this email alert.

Check out this video for more.

Configuring the CC field settings in BoldDesk

To configure the CC field settings, follow the given steps:

1. Go to the Admin module > General settings.
   You will find a series of nested settings at the bottom of the General Settings page to customise the CC fields for the agent, customer portals, and support emails.

   
   
   

2. Based on the needs of your organization, you can customise the existing settings by enabling or disabling the different options available in these settings.

3. After making changes to these settings, click the Update button to save the changes.

Configuring the CC field settings

Follow the step below to configure the CC field settings:

1. To configure the CC field settings, turn on the Enable CC Fields option.
   

   
   
   

• If this option is enabled, agents and customers will be able to add or change CCs from the agent and customer portals, as well as from the support email replies.

• If it is disabled, even agents will be unable to add CCs to tickets and activities. Furthermore, other options in the CC field Settings will be unavailable for configuration.
  

  
  
  

• Disabling this feature will prevent the sending of email notifications to CC recipients on a ticket. Additionally, if a CC user replies to a ticket or a forward ticket activity via email while this setting is inactive, their message or comment will be marked as suspicious. Note that tickets that had CC recipients included before the deactivation of this setting will no longer send out CC notifications. These updated settings will be applicable to both existing and new tickets.

Configuring the CC field settings for the Customer Portal

To configure the CC field settings for the customer portal, follow the given steps.

1. Turn on the Enable CC Fields option to enable the CC field settings for the customer portal.

2. Enable the Edit CC field in the customer portal option to allow the users to edit the CC field in the customer portal.
   

   
   
   

• Users will be unable to add or edit CCs to tickets in the customer portal if the Edit CC field in the customer portal option is disabled. Furthermore, unless the user is an agent, they will not be able to open the tickets in which they are CC’d in the customer portal. Agents will be able to add CC to tickets via the agent portal.

3. If you wish to allow users to add a non-existing contact to a CC via the customer portal through the CC field update, enable the Allow users to add a new contact to the CC field via the customer portal option. If disabled, users will not be able to add a non-existing contact/customer in CC. They will be able to add only users who are already existing contacts in the portal.
   

   
   
   

Hide CC Field in Customer Portal Using Custom CSS

You can hide the CC field in the customer portal if you want to restrict customers from adding additional recipients. This customization is useful for organizations that prefer controlled communication.
Steps:

• Navigate to Admin → Customer Portal → Customization → Custom CSS.
• Add the following CSS:

.product-header .cc {
   display: none;
} 

• Click Save to apply the changes. Once saved, the CC field will be hidden from the customer portal ticket submission form.

Configuring the CC field settings for Support Emails

To configure the CC field settings for support emails, follow the steps given:

1. Turn on the Enable CC Fields option to enable the CC field settings for the support emails.

2. Enable the Allow users to add CCs via email option to allow the users to update the CC fields via support emails.
   

   
   
   

• If this option is disabled, then the CC field will not be updated in the ticket or activity through the email replies. Any CC added via email will be dropped and will not be added in the ticket.

3. If you wish to allow users to add a non-existing contact in your portal to the CCs from support emails, then enable the Allow users to add a new contact to the CC field via email option. When disabled, only existing contact CCs can be included through email, and no new user accounts will be created for CC recipients non-existent in the system; their CC information will be dropped.
   

   
   
   

Permissions to manage the CC field settings

To manage these CC field settings, an agent should have the Manage Settings permission assigned to his or her role.
Explore further instruction about Managing Roles and Permissions in BoldDesk.

Permissions to edit CCs in tickets

An agent must have the Edit CC permission granted to his or her role in order to modify the CC field in BoldDesk.

If the agent’s role does not have this Edit CC permission, then the CC field will be displayed as read-only.

FAQs

1. What happens if I disable CC fields?
All CC-related notifications stop, and replies from CC recipients are flagged as suspicious.

2. Can customers add new contacts to CC?
Yes. If “Allow users to add a new contact to the CC field via Customer Portal” is enabled, the new contact will be added to your contact list. Similarly, if “Allow users to add a new contact to the CC field via Email” is enabled, new contacts can be added through the CC field in emails.

3. How do I hide CC fields without disabling them?
Use Custom CSS in the Customer Portal settings to hide the CC field.

4. Do CC recipients need BoldDesk accounts?
No. CC recipients do not need a BoldDesk account. They can be external contacts, as long as the setting that allows adding new contacts to the CC field is enabled.

5. Why is the CC field read-only for some agents?
Their role lacks the Edit CC permission.