Adding CC to Tickets During Creation and Updates
You have various options to add cc to the ticket. Let’s explore them one by one.
By activating the feature that permits users to add CCs (carbon copies) via email, your clients can include additional recipients in their email-generated support tickets.
Additionally, when replying to emails, they can include CC recipients and these addresses will be automatically added as CCs in the corresponding ticket.
Agent portal
Agents can add CC to existing tickets on the tickets details page.
Agents can also add CC while creating the ticket.
Customer portal
Contacts can add CC while replying to the ticket in the customer portal by entering the CC emails in the designated CC field, separating multiple emails with a semicolon.
Removing a CC recipient ensures they no longer receive updates or replies related to a ticket. This can be done through the Agent Portal, Customer Portal, or via the API as long as the change is made before sending a response.
