CCed email address not added to my ticket

Question

Why didn't Zendesk add a CCed email to my ticket?

Answer

In most cases, this issue results from not having the setting Anybody can submit tickets enabled in your account. Agents or admins need to add end users to your account before they can submit a ticket. For more information, see the article: Enabling anyone to submit tickets.

If an email address is added as a CC on a ticket that is not associated with an existing user in Support, the CC is ignored and not added to the ticket.

If you add the user to your CC blocklist, the user won't appear on tickets either. For more information, see the article: Using the allowlist and blocklist to control access to Zendesk Support.

To view CCed addresses on a Support ticket, view the original source for the incoming message.