Add CCs and followers

A ticket can have two kinds of extra people:

• CCs are copied on public replies. They can be customers or agents, and they can reply to the email.
• Followers are agents who get notified about updates, without appearing on the customer’s email.

Both are listed under Properties in the ticket.

Add CCs

• When you create a ticket: under CCs, choose Add CC and type a name, or an email address with ”@”. CCs are copied on the first message.
• By email: people in To or Cc of an incoming email are added as CCs, up to 48 per ticket. An admin decides whether customers may add CCs this way with End users can add CCs by email (see How email threading works).
• With a macro or rule: the Add CC action adds someone, Remove CC takes them off.

Add followers

• An agent who is CC’d by email also becomes a follower when the admin setting Agents CC’d by email also become followers is on.
• Macros, triggers and automations can use Add follower and Remove follower.

The default trigger Notify followers of comment update emails followers when someone comments.

Editing in the ticket

The CC and follower lists in the ticket properties are read-only for now. Use a macro with Add CC or Add follower to change them on an open ticket.

Related

• Create a macro
• How email threading works
• Reply to a customer or add an internal note