Why are CCed users not receiving emails?

Question When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification? Answer Email addresses that are CC'ed on a ticket rely on triggers to send the message. If CC'ed people are not getting notified, there is an issue with the trigger. The standard trigger named Notify requester and CCs of comment update is commonly used to send notifications to CC'ed users. However, your team may have changed that trigger.
Check your ticket events to identify the exact trigger that fired

Edit that trigger to make sure its actions include Other > Notify by > User email | Object > Ticket > (requester and CCs)



If your trigger setup is correct and you still encounter an issue with email delivery, verify your email configuration and support address setup. In accounts with Agent Workspace turned on, you can view reasons for email delivery failure from the ticket to help you identify the cause of the issue.

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Why are CCed users not receiving emails? Why are copied customers not getting notifications? Why do auto-replies fail for CCs? How do I make sure the people I CC get a notification?
Email addresses that you CC or copy on a ticket rely on triggers or notification rules to send the message. If CCed users or end users do not get notifications, an issue exists with the trigger. The standard trigger named Notify requester and CCs of comment update commonly sends notifications to CCed users, but your team or support person may change that trigger.

How do I fix a trigger for CCed user notifications? How do I edit notification rules for copied users? How do I configure ticket events to notify CCs?
You can resolve email delivery issues for CCs by updating your automated actions. Follow these steps:

Check your ticket events to identify the exact trigger that fired.
Edit that trigger to make sure its actions include Other > Notify by > User email | Object > Ticket > (requester and CCs).
Verify your email configuration and support address setup if the trigger setup is correct and you still encounter an issue with email delivery.


How do I view email delivery failures in the inbox? Where do I see why emails fail in Agent Workspace or dashboard? How do I find the cause of email delivery issues on a ticket?
In accounts with Agent Workspace or inbox turned on, you can view reasons for email delivery failure from the ticket to help you identify the cause of the issue.



