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 aren't notified, there's 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 or deactivated that trigger.

Check your ticket events to identify the exact trigger that fired. If you don't see any trigger underneath a comment that should have sent an email, one of your admins may have deactivated the trigger.

Edit the trigger "Notify requester and CCs of comment update" 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 the Zendesk Agent Workspace turned on, you can view reasons for email delivery failure from the ticket to help you identify the cause of the issue.

Note: If you have an older account and recently migrated to CCs and Followers, you may need to review your custom triggers to ensure that they also include the action to send an email to both the requester and CCs. For more information, see Migrating to the updated CCs and followers experience.