How to Add CCs to Tickets in BoldDesk
You can add CC (carbon copy) recipients to support tickets in BoldDesk through multiple channels, either during ticket creation or ticket updates. Each method ensures relevant stakeholders are notified and can follow ticket updates.
Add CC via Email
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.
Add CC via Agent Portal
Agents can manually add CC recipients during ticket creation or while updating existing tickets.
Options:
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While creating a ticket: Add CCs in the ticket form.
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On ticket details page: Add or remove CCs at any time.
Customers can access tickets where an agent is the requester by adding the customer’s email address to the CC field. In the customer portal, these tickets appear under the “Tickets I’m CC’d on” tab.
Add CC via Customer Portal
Contacts may include CC recipients when creating or replying to a ticket in the customer portal by entering the CC email addresses in the designated CC field, then clicking on Enter to add multiple emails.
Users in the customer portal may select CC recipients from a dropdown menu listing available users. This dropdown prioritises CC users most recently chosen by the current user at the top, followed by the full list of users accessible to them. A contact can view all contacts within their contact groups in the CC field, provided they have the required user scope.
For more information, see How Contacts Can View Tickets Submitted by Other Contacts.
However, new contacts who are not members of any contact group will not see CC emails in the dropdown until they add CCs themselves or are included in contact groups with users.
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.
How to Identify CC Field Updates by Agent, Customer and Automation Cases
BoldDesk logs all CC field changes in the ticket History tab, allowing you to trace who made the update.
CC Field Updates by Agents
When updates are made to the CC field by an agent, it displays “{Agent name} made changes.”
CC Field Updates by Customers
When customers make updates to the CC field in the customer portal, the ticket history tab displays “{Customer name} made changes.”
CC Field Updates by Email
When updates are made to the CC field by Email Automation, the ticket history tab displays “{System Email Automation} made changes.”
Frequently Asked Questions
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Can I add multiple CC recipients at once?
Yes. Add one CC address and press Enter, then repeat to add additional addresses. -
Can CC recipients be removed after a ticket is submitted?
Yes, as long as the removal is made before a response is sent. -
Do CC recipients receive all ticket updates?
Yes. CC recipients receive ticket updates unless the CC recipients are removed from the ticket. -
Can automation rules add CC recipients?
Yes. Automation can be configured to notify or add CC users based on ticket events. -
Why are CC recipients receiving replies on follow-up tickets?
Because follow-up tickets inherit CC participants from the original ticket by default. -
How can I prevent CC recipients from being included in follow-up tickets?
Use a Create Ticket trigger to automatically clear the ticket CC field when a follow-up ticket is generated. -
How can I confirm who changed the CC list?
Open the ticket History tab. BoldDesk records whether the change was made by an agent, a customer, or system email automation. -
Why don’t some users appear in the CC dropdown in the customer portal?
New contacts not in any contact group may not see CC options until they add CCs manually or are added to contact groups (subject to user scope).
