Why can't I BCC?

Why can't I BCC users on tickets?

The ticketing system doesn't recognize or support BCCs in tickets outside of side conversations. When you add a user as a BCC on an inbound email, the system doesn't add or acknowledge the user anywhere in the ticket or events. Additionally, BCCs don't receive notifications for ticket updates from the agent interface.

When the BCCed user responds to the original email, the inbound email thread processes can capture the response. This appends the message to the existing ticket as a private note.

As an alternative, if your account has access to side conversations, you can open a new side conversation and add a BCC to the side conversation within the ticket. For more information, see Using CCs, followers, and @mentions.