In BoldDesk, CCs (Carbon Copy recipients) allow end users to include additional email addresses on a ticket so that those recipients receive ticket notifications and updates. This feature is part of the Customer Portal ticket workflow and is designed to improve visibility and collaboration without changing ticket ownership.

CCs can be added during ticket creation or after a ticket is created, directly from the BoldDesk Customer Portal UI.

Use Cases

• Keep managers or stakeholders informed about ticket progress
• Include teammates who need visibility but do not submit the ticket
• Track shared requests without creating duplicate tickets
• Ensure multiple contacts receive status updates from BoldDesk

Adding CCs When Creating a Ticket

You can include CC recipients while submitting a new ticket through the Customer Portal.

Navigation Path
Customer Portal → Create Ticket

Steps

1. Fill in the required ticket details
2. In the CCs field, enter the email addresses to be copied
   • After entering an email address, press Enter to add it. To include multiple email addresses, enter each email and press Enter after every address.
   • Searching for an existing contact by name is not supported in the customer portal. BoldDesk suggests email addresses only for contacts who belong to the same contact group as the requester.
   • If a contact was earlier added as a CC on a different ticket by the same requester, BoldDesk gives priority to and recommends that email address first.
3. Submit the ticket

All added CC recipients will receive notifications related to the ticket.

Adding CCs After Ticket Creation

CCs can also be added to an existing ticket from the ticket view page.

Navigation Path
Customer Portal → My Tickets → Open Ticket

Steps
Locate the Ticket Details panel on the right side

1. Locate the Ticket Details panel on the right side. Enter an email address, press Enter to add it. To include multiple email addresses, enter each email and press Enter after every address.
2. Enter the email address(es) in the CCs field
   • After entering an email address, press Enter to add it. To include multiple email addresses, enter each email and press Enter after every address.
3. Save the changes
   

The newly added CC recipients will start receiving ticket notifications immediately.

Viewing Tickets You Are CC’d On

BoldDesk provides dedicated views in the Customer Portal to help users track tickets they are cc’d on.

Available Ticket Views

• My Tickets – Displays tickets created by you
• Tickets I’m CC’d On – Displays tickets where your email address is added as a CC

Explore further instructions about How to Find CC’d Tickets and Organization Tickets.

Frequently Asked Questions

1. Can I search and add CCs by contact name in the Customer Portal?
   No. In BoldDesk, the CC field supports input and suggestions only by email address. Name-based search is not supported.

2. Which contacts are suggested in the CC field?
   BoldDesk suggests email addresses only for contacts who belong to the same contact group as the ticket requester. Contacts outside the group are not shown.

3. Why is a previously used CC email suggested first?
   BoldDesk prioritizes and suggests email addresses that were previously added as CCs on other tickets for faster selection.

4. Does adding a CC affect ticket assignment or ownership?
   No. Adding CCs does not change ticket ownership, assignment, SLA, or workflow. CC recipients receive notifications only.

Related Article

1. How to Create a Ticket in the Customer Portal
2. How to Enable and Manage CC Fields in BoldDesk