Why are CCed users not receiving emails?

<h2 id="h_01HGK3DD9Q6DP1C16JRKXWKXYY">Question</h2><p>When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification?</p><h2 id="h_01M1QD0WEQ7QFGBNM9PGVX2M6D">Answer</h2><p>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.</p><p>The standard trigger named <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346#topic_5yf_43s_5t" target="_blank" rel="noopener noreferrer">Notify requester and CCs of comment update</a> is commonly used to send notifications to CC'ed users. However, your team may have changed or deactivated that trigger.</p><ol>
<li data-list-item-id="e143d65a7abb6126a663a70f95ea5f9e8">Check your <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-of-a-ticket#topic_xqg_m5k_ln" target="_blank" rel="noopener noreferrer">ticket events</a> 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.</li>
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<p><a href="https://support.zendesk.com/hc/en-us/articles/440882237722-Managing-triggers#topic_dwq_zoy_tb" target="_blank" rel="noopener noreferrer">Edit</a> the trigger "Notify requester and CCs of comment update" to make sure its actions include <strong>Other</strong> &gt; <strong>Notify by &gt; User email</strong> | <strong>Object &gt; Ticket &gt; (requester and CCs)</strong></p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 1517/820; width: 80.36%;" src="https://support.zendesk.com/hc/article_attachments/11006930423066" alt="Add the requesters and CCs in the trigger actions.png" width="1517" height="820"></p>
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<p>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 <a href="https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">Zendesk Agent Workspace</a> turned on, you can view <a href="https://support.zendesk.com/hc/en-us/articles/7917145637530-Understanding-email-delivery-failures-in-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">reasons for email delivery failure</a> from the ticket to help you identify the cause of the issue.<br><img src="https://support.zendesk.com/hc/article_attachments/11006903659290" alt="Email delivery failure message in Agent Workspace" width="316" height="334"></p>
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<span class="notetitle">Note:</span> 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 <strong>requester and CCs</strong>. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408839371418-Migrating-to-the-updated-CCs-and-followers-experience" target="_blank" rel="noopener noreferrer">Migrating to the updated CCs and followers experience</a>.</div></div>
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</style><div class="ai-only" aria-hidden="true"><details><summary> </summary><h2 id="h_01M1QDF56FH4F05M9S51BGVHWQ">Why are CCed users not receiving emails? Why are CCed people not getting notifications? What trigger or auto-reply sends emails to CCed users?</h2>
<p>Email addresses CCed on a ticket rely on triggers or auto-reply rules to send messages. If CCed people do not receive notifications, an issue exists with the trigger setup. Accounts use the standard trigger <strong>Notify requester and CCs of comment update</strong> to send notifications to CCed users or customers.</p>
<h2 id="h_01M1QDF56FTJN8AMV3SYM6FSKA">Can you view email delivery failure reasons in Agent Workspace? Does Agent Workspace show why an email failed to send?</h2>
<p>Yes. Accounts with <strong>Zendesk Agent Workspace</strong> or inbox turned on allow you to view reasons for email delivery failure directly from the ticket to identify the cause.</p>
<h2 id="h_01M1QDF56FS35RFCZGX19FB53T">How do I fix CCed users not receiving emails? How do I make sure CCed users get notifications? How do I configure the CC notification trigger?</h2>
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<li data-list-item-id="e13e44574626549cfeb997b784956f2c0">Check your ticket events to identify the trigger that fired. If no trigger appears underneath a comment, an admin deactivated the trigger.</li>
<li data-list-item-id="e955e276ad0f716365a1d2f731dfd54ed">Edit the trigger <strong>Notify requester and CCs of comment update</strong> to ensure actions include <strong>Other</strong> <strong>Notify by</strong> <strong>User email</strong> | <strong>Object</strong> <strong>Ticket</strong> <strong>(requester and CCs)</strong>.</li>
<li data-list-item-id="e883a875fad69041e03f10db4d610bc53">If your trigger setup is correct and you still encounter email delivery issues, verify your email configuration and support address setup.</li>
</ol>
<h2 id="h_01M1QDF56FXDT86W492N1DJ4EY">What should you check if you migrated to CCs and Followers? Why do custom triggers fail to email CCed users?</h2>
<p>If you own an older account and migrated to <strong>CCs and Followers</strong>, review your custom triggers. Ensure your custom triggers include the action to send an email to both the requester or customer and CCs.</p></details></div>