Copy people on a ticket (CC)
Keep the requester's colleagues in the loop with a CC list, and know what they receive.
Who can do thisUserApplication Administrator
A ticket has one requester and, beside it, a CC list: the people who should follow the conversation by mail. Your replies go to the requester with the CC list in Cc, just as in a normal mail program.
Where the CC list is
In Details, the CC row sits under Requester. Each person is a chip. A chip can be one of three kinds:
| Chip | What it is |
|---|---|
| A contact | A contact of the ticket's customer. Mail goes to the contact's current address, so a corrected address is used at once. |
| A typed address, marked Not a contact | An address someone typed. It only receives mail and is never made a contact. |
| An entry added by a rule | Added by the automation action Copy people on the ticket (CC). The chip names the rule. |
Viewers see the list but cannot change it.
Add or remove people
- In Details, click + Add CC on the CC row.
- Pick a contact of the ticket's customer, or type an email address.
- Confirm. The chip appears at once.
1/5Click + Add CC on the CC row in Details.
- Click + Add CC on the CC row in Details.
- The Copy someone (CC) window lists the customer's contacts. The address is not there, so click Not in the list? Type an address.
- Type the address, then click Copy this address.
- The chip appears at once, marked Not a contact.
- The reply box now lists the address on its Cc line.
To remove someone, click the x on their chip.
- A ticket holds at most 20 people on its CC list.
- The requester is never on the list.
- The desk's own mailboxes and your technicians cannot be added. The add is refused with a message that says why.
- A typed address is not made a contact. An address the mail service would refuse is not accepted.
- A removed person stays removed. Neither the customer's mail nor automation adds them back. Only a writer adding them again does.
When you create a ticket
The New support ticket form has a CC field that works the same way: pick contacts or type addresses. See Create a ticket.
What happens when the ticket changes
- Changing the customer clears the CC list. One line in the activity records it.
- Changing the requester takes the new requester off the CC list, because a person cannot be both.
- Adding and removing people writes a line in the ticket's activity.
What goes to the people on CC
| Who gets it | |
|---|---|
| Your reply from the Reply tab | One mail to the requester, with the CC list in Cc. Reply all works. |
| An automation Reply to the requester by email | One mail, with the CC list in Cc. |
| The ticket received mail | One mail, with the CC list in Cc. |
| The "there is an update" notice after a public comment | The requester and each CC'd contact, each in their own mail. |
| The automatic portal link (Send the link automatically) | The requester only. |
The reply box shows a read-only Cc line under To, so you can see who will be copied before you send. The mail bubble in the conversation shows the Cc it was sent with.
A mail with people in Cc never carries the requester's personal portal link, neither in the footer nor inside a quoted earlier message. Everyone in Cc would see it. The mail shows the signed-in portal's address instead, or no link if the desk has no portal address.
The customer's own CC
When a customer writes to the desk with colleagues in To or Cc, those colleagues are added to the ticket's CC list automatically. This happens on the mail that opens a ticket, and on a later reply that brings new people in.
- Never added: the desk's own mailboxes, your technicians, the requester, and anyone a writer removed.
- If the desk cannot read its list of own mailboxes at that moment, nobody is added from that mail. This keeps the desk from copying itself.
- A reply from a CC'd person that carries the ticket number lands on that ticket, and only that ticket.
What CC'd people can do in the portal
- A CC'd contact who still belongs to the ticket's customer sees the ticket in the customer portal, and can open it, reply to it and download its files.
- A typed address only gets mail. It cannot sign in to the portal.
Microsoft 365 mailboxes and aliases
To keep its own addresses off CC lists, the desk needs to know them. For a Microsoft 365 mailbox, the desk also recognises the mailbox's aliases once the app registration has the User.Read.All application permission. Without it, only the address entered on the connection is known. See Mail through the Integration Hub.
Erasure
When a person is erased, they are removed from every CC list, and their name and address are blanked in the CC activity lines and in the recorded Cc of sent mail.
For administrators: copy people by rule
The automation action Copy people on the ticket (CC) copies from one source per action row: fixed addresses, the customer's primary contact(s) or its VIP contacts. Add a row for each further source. See Automation rules.