Using CCs and followers

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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This article describes an updated CCs and followers experience. If
your account was created before May 2019, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">your admin might need to migrate</a> to this updated
experience.</div>
You can add CCs and followers to tickets. You might do this if you want
someone else to be aware of a ticket or provide some feedback on it.</div>
<p class="p">Depending on your plan and how your admin has configured your account, you can also CC and
BCC users in email side conversations.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_rkr_3wb_chb">
<li class="li"><a class="xref" href="#id_czc_pfg_svb">About CCs and followers</a></li>
<li class="li"><a class="xref" href="#topic_h5l_1yb_chb">Adding CCs from the ticket interface and
ticket notifications</a></li>
<li class="li"><a class="xref" href="#topic_q5k_wz1_mvb">Adding CCs and BCCs in email side
conversations</a></li>
<li class="li"><a class="xref" href="#topic_wm2_zgq_qgb">Adding agents as followers from the ticket
interface</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_a3c_chb_mvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5179445630234" target="_blank">Understanding CCs and followers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836035866" target="_blank">CCs and followers resources</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="id_czc_pfg_svb">
<h2 class="title topictitle2" id="ariaid-title2">About CCs and followers</h2>
<div class="body">
<ul class="ul" id="id_czc_pfg_svb__d7e20">
<li class="li">
<em class="ph i">CCs</em> allow you to include end users and agents on ticket
notifications. Internal and external users can add CCs (copied users) to
tickets. Agents who are added as CCs will have their email addresses visible
to all end users in the thread (agents are not copied separately). CCs can
respond to ticket notifications publicly, or they can remove the requester
from the notification to submit a private response. A ticket can have up to
48 email CCs.</li>
<li class="li">
<em class="ph i">Followers </em>allow you to include additional internal users (agents or
administrators) on ticket notifications. Internal users can add followers to
tickets. Followers receive updates on the ticket without exposing their
identity to end users. There's no limit to the number of followers you can
include on a ticket.</li>
</ul>
<p class="p"> It's important to understand what happens when different users (your end users,
agents, CCs, and followers) reply from email. See the following related articles
for more information:</p>
<ul class="ul" id="id_czc_pfg_svb__d7e36">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842992538" target="_blank">Understanding when email replies become
public or private comments</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824667930" target="_blank">Best practices for using email clients
with CCs and followers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843347866" target="_blank">Understanding suppression of CCs email
notifications</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882#topic_ncz_4kz_1cb__d37e20" target="_blank">Using the Notify by &gt; User email |
(requesters) action in ticket triggers</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h5l_1yb_chb">
<h2 class="title topictitle2" id="ariaid-title3">Adding CCs from the ticket interface and ticket notifications</h2>
<div class="body">
<p class="p">You can copy users by adding them to the ticket from a public reply in the ticket interface
or from the ticket notification. To learn more about using CCs, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5179445630234#topic_nw3_try_rvb" target="_blank">About copying internal and external users on
tickets</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> A ticket can have up to 48 email CCs. If you have an email notification that includes a
large number of users (for example, over 25), Zendesk may create multiple emails, split into
different batches of users, to send the notification.</div>
<p class="p"><strong class="ph b">To CC a user from the ticket interface</strong></p>
<ol class="ol" id="topic_h5l_1yb_chb__ol_mq3_cyb_chb">
<li class="li">From Support, open the ticket in the agent interface.</li>
<li class="li">In the comment stream, click <strong class="ph b">Public reply</strong>. </li>
<li class="li">Click <strong class="ph b">CC</strong> on the right side of the comment header. <p class="p"><img class="image img-screenshot" id="topic_h5l_1yb_chb__image_ftg_cf1_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccs_click_cc.png" width="400"></p>
If there are already other users copied on the
ticket, you can click on the CC line to add additional CCs.<p class="p"><img class="image img-screenshot" id="topic_h5l_1yb_chb__image_amq_sf1_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccs_add_to_cc_line.png" width="400"></p>
</li>
<li class="li">Begin entering the name or email address of the user you want to copy. Registered users’
names will appear as suggestions.</li>
<li class="li">If you see the user you want to include, click their name; otherwise, click <strong class="ph b">Add
user</strong> and enter the user’s email address.<p class="p">When the header is expanded to show CCs,
a warning icon <img class="image img-screenshot" id="topic_h5l_1yb_chb__image_vvp_sgr_q1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/email_ticket_missing_address_icon.png" width="25"> appears next to any
users without email addresses.</p>
</li>
<li class="li">Repeat as necessary.</li>
<li class="li">Enter and submit your public comment (public reply). Copied users receive a notification
and are included in subsequent replies until they are removed from the CC line.</li>
</ol>
<p class="p"><strong class="ph b">To CC a user from ticket notifications</strong></p>
<ol class="ol" id="topic_h5l_1yb_chb__ol_jdj_fyb_chb">
<li class="li">From your email client, open the ticket notification.</li>
<li class="li">Open the CC line, per your email provider’s instructions.</li>
<li class="li">Add the name of the user you want to copy. Repeat as necessary.</li>
<li class="li">Add your comment and send the email. Copied users will receive an email notification,
and will be included in subsequent replies, until they are removed from the CC line.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_q5k_wz1_mvb">
<h2 class="title topictitle2" id="ariaid-title4">Adding CCs and BCCs in email side conversations</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> You must be on a Suite Professional plan or above to use side conversations. Side
conversations are not available on Support only plans. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">About side conversations</a>.</div>
<p class="p">You can CC and BCC both agents and end users in an email side conversation. Side
conversation CCs and BCCs differ from CCs on a ticket in some ways. For example, you can use
trigger conditions and actions to check for and/or add CCs to a ticket but can’t for side
conversations.</p>
<p class="p"><strong class="ph b">To add CCs or BCCs to existing email side conversations</strong></p>
<ol class="ol" id="topic_q5k_wz1_mvb__ol_vxv_rjd_kvb">
<li class="li">In a ticket, click <strong class="ph b">Side Conversations</strong> in the upper-left and select an existing
email side conversation.<p class="p">For more information about using side conversations, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4604286879642#topic_dj2_jj4_l2b" target="_blank">Creating side conversations</a></p>
</li>
<li class="li">Click <strong class="ph b">Write a reply</strong>.</li>
<li class="li">Click <strong class="ph b">CC</strong> on the right side of the comment header.<p class="p"><img class="image img-screenshot" id="topic_q5k_wz1_mvb__image_ncp_rld_kvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/side_convo_existing_cc.png" width="400"></p>
<p class="p">The CC recipient field and the option to BCC users
appears.</p>
<div class="note note">
<span class="notetitle">Note:</span> Adding a user as a CC or BCC on a side conversation doesn’t add them
as a CC on the ticket.</div>
<p class="p"><img class="image img-screenshot" id="topic_q5k_wz1_mvb__image_mvq_xld_kvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/side_convo_existing_bcc.png" width="400"></p>
</li>
<li class="li">If you want to BCC a user instead of or in addition to copying a user, click
<strong class="ph b">BCC</strong>.<p class="p">BCC recipients aren't visible to other recipients on the email, but are
visible to anyone who can view the side conversation within Support. See <a class="xref" href="#topic_glr_z1y_rvb">About BCCs in email side
conversations</a>.</p>
</li>
<li class="li">In the corresponding field, begin entering the name or email address of the end user or
agent you want to CC or BCC. <p class="p">Users who already exist in your account appear as
suggestions.</p>
</li>
<li class="li">If you see the user you want to add, click their name; otherwise, type the email address
of the person you want to CC or BCC. <p class="p">Users you add by email <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829243162" target="_blank">automatically become end users</a> in your account if they aren't
there already.</p>
</li>
<li class="li">Click <strong class="ph b">Send</strong>.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_glr_z1y_rvb">
<h3 class="title topictitle3" id="ariaid-title5">About BCCs in email side conversations</h3>
<div class="body">
<p class="p">Similar to traditional email, when you add a recipient in the BCC field on an email side
conversation, the BCC’d recipient can see other recipients in the To and CC fields.
However, the BCC’d recipient won’t see that they were added to the BCC field.</p>
<p class="p">When a BCC’d recipient replies to an email side conversation, their reply is threaded
into the side conversation. Other recipients won’t receive the BCC’d recipient’s
email.</p>
<p class="p">If a BCC’d recipient replies via “reply all”, other visible recipients (that is,
recipients in the To and CC fields) are also included in their email. By using “reply
all”, the BCC’d recipient makes a public reply to the side conversation and is included in
all subsequent replies from the side conversation. You can remove them from the recipients
list if you don’t want them included in further replies.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_wm2_zgq_qgb">
<h2 class="title topictitle2" id="ariaid-title6">Adding agents as followers from the ticket interface</h2>
<div class="body">
<p class="p">Internal users (your company's agents and admins) can add followers from the Followers
field from the properties panel in the ticket interface. Followers receive email
notifications when a ticket is updated. To learn more about using followers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5179445630234#topic_r3l_xry_rvb" target="_blank">About adding followers to tickets</a>.</p>
<div class="p">
<strong class="ph b">To add agents as followers from the ticket interface</strong><ol class="ol" id="topic_wm2_zgq_qgb__ol_imj_vwj_xgb">
<li class="li">Select a ticket from one of your views.<p class="p">The <strong class="ph b">Followers</strong> field appears in the
ticket properties panel on the left side.</p>
</li>
<li class="li">In the <strong class="ph b">Followers</strong> field, enter a user's name, email domain, or organization name
and the relevant results appear. <p class="p">Internal users such as agents, light agents, and
administrators can be followers.</p>
<p class="p">To quickly add yourself as a follower, click
<strong class="ph b">follow</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_wm2_zgq_qgb__image_j54_4yj_xgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/followers_follow.png" width="200"></p>
</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To remove a follower from the ticket interface</strong><ul class="ul" id="topic_wm2_zgq_qgb__ul_wt1_lbc_chb">
<li class="li">Click the delete button (X) in the person's name box in the <strong class="ph b">Followers</strong>
list<p class="p"><img class="image img-screenshot" id="topic_wm2_zgq_qgb__image_mrm_qyj_xgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/followers_unfollow.png" width="200"></p>
<p class="p">To quickly remove yourself as a follower, click
<strong class="ph b">unfollow</strong>.</p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To add agents as followers from ticket notifications</strong></p>
<ol class="ol" id="topic_wm2_zgq_qgb__ol_ktj_nxb_chb">
<li class="li">From your email client, open the ticket notification. </li>
<li class="li">Open the <strong class="ph b">CC</strong> line, per your email provider’s instructions. </li>
<li class="li">Add the name of the user you want to add as a follower. Repeat as necessary.</li>
<li class="li">Add your comment and send the email. <p class="p">If you're an agent who is not already a
requester or assignee on the ticket, you're also added as a follower.</p>
</li>
</ol>
</div>
</div>
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