Why can't I CC emails to tickets?

Question

I created a ticket and added a user in CC on the original email, but Zendesk Support doesn't display that address in the ticket's CC field. Why can't I CC emails to tickets?

Answer

This happens when your Zendesk Support account is closed and set to permit only added users to submit tickets.

If you disable Anyone can submit tickets, only registered users can create tickets, and you can CC only those users on tickets. This ensures that only verified users interact with the support system. An agent or an admin must add end users to your account before they can submit a ticket.

If an unregistered user tries to create a ticket, the system rejects the ticket. If a registered user adds an unregistered user as a CC on a ticket, the system doesn't create a profile for that user in your Zendesk account, doesn't add them as a CC, and doesn't send them any notifications.

If you add the user to your blocklist, they won't appear on tickets either.

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

If you're an agent, you must create the end user before you can CC them on the ticket. Agents must have access to all tickets to create or edit end users.

This mechanism maintains integrity and security. It restricts interactions to known users.