Understanding suppression of CCs email notifications

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<p id="docs-ai-summary-content">Learn about email notification suppression for CCs to manage duplicate emails and maintain privacy. System rules may suppress notifications in certain scenarios, like private comments or invalid requester emails. Understand how automations and settings like "Make email comments from CCed end users public" affect notifications. Check the Events log for actions when suppression occurs, ensuring you stay informed about ticket updates.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p" dir="ltr">In the case of CCs, system ticket rules exist to reduce the number of duplicate
email notifications sent to users about a single request and ensure that internal notes remain
private. For example, if an agent is a recipient on a group notification but also a CC on the
ticket, ticket notifications may be suppressed to prevent duplicates. However, these rules may
not completely eliminate duplicate emails—users still might get some duplicate emails.</p>
<p class="p">System ticket rules sometimes suppress actions in business rules. They cannot be changed or
overridden and dictate the standard behavior of Support (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894213018" target="_blank">About system ticket rules</a>). They can sometimes make it seem like
entire triggers and automations failed to fire, or that certain actions failed to execute, but
this is not a mistake.</p>
<p class="p" dir="ltr">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_fny_5c1_wmb">
<li class="li" dir="ltr"><a class="xref" href="#topic_pdl_xbx_nnb">About business rule action suppression</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_qsg_zbx_nnb">Criteria for suppressing CCs notifications</a></li>
<li class="li"><a class="xref" href="#topic_l2v_cp5_qtb">Requester profiles without an email address</a></li>
<li class="li"><a class="xref" href="#topic_blg_2p5_qtb">Understanding how automations affect comment privacy</a></li>
<li class="li"><a class="xref" href="#topic_iqp_rp5_qtb">Understanding the effects of “Make email comments from CCed end users public”</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_kqw_dcx_nnb">Understanding how the Events log is affected by business rule action suppression</a></li>
</ul>
<p class="p" dir="ltr">Related article:</p>
<ul class="ul" id="topic-1__ul_ms5_vbx_nnb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833443226-Understanding-placeholder-suppression-rules" target="_blank">Understanding placeholder suppression rules</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pdl_xbx_nnb">
<h2 class="title topictitle2" id="ariaid-title2">About business rule action suppression</h2>
<div class="body">
<p class="p" dir="ltr">The <strong class="ph b">Email user + (requester and CCs)</strong> action is different from other
actions in triggers and automations—it’s designed to send messages to end users in a way
that mimics the behavior of regular email, so that end users don’t feel like they are
getting impersonal system notifications. </p>
<p class="p" dir="ltr">However, this action is suppressed in certain situations (see <a class="xref" href="#topic_qsg_zbx_nnb">Criteria for suppressing CCs
notifications</a>). If suppressed, the trigger or automation still fires and other
actions in the trigger or automation are still executed. Only the <strong class="ph b">Email user + (requester
and CCs)</strong> portion of the trigger or automation is suppressed.</p>
<p class="p"><img class="image img-screenshot" id="topic_pdl_xbx_nnb__image_emz_2dx_nnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/action_email_user_requester_and_cc.png" width="400"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qsg_zbx_nnb">
<h2 class="title topictitle2" id="ariaid-title3">Criteria for suppressing CCs notifications</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> The information in this section applies only to the <strong class="ph b">Email user + (requester and
CCs)</strong> action and not to <strong class="ph b">Email user + (requester)</strong>. </div>
<p class="p" dir="ltr">The <strong class="ph b">Email user + (requester and CCs)</strong> action is suppressed in the following
situations:</p>
<ul class="ul" id="topic_qsg_zbx_nnb__ul_ujz_w45_qtb">
<li class="li">A private comment is added to the ticket. The <strong class="ph b">Email user + (requester and CCs)</strong>
notification is designed for end users. It is suppressed on private comments, and threads
will only include public comments. The trigger or automation still fires, and other
actions in the trigger or automation are still executed.</li>
<li class="li">The requester is suspended, has an invalid email address, or otherwise can't receive
email notifications. Without a valid requester, the notification will be suppressed, even
if one or more CCs have valid email addresses.</li>
<li class="li">The ticket is updated (not created) by email, and both of the following are true:<ul class="ul" id="topic_qsg_zbx_nnb__ul_kqg_1cj_tdc">
<li class="li">The author of the email is a requester or CC.</li>
<li class="li">Everyone who would receive the notification already received the email that updated
the ticket.</li>
</ul>
</li>
<li class="li">When the <strong class="ph b">Notify by &gt; User email | (requester and CCs)</strong> action is used with the
<strong class="ph b">Ticket | is | Updated</strong> condition, Support suppresses emails to a user if the
ticket update is from that same user through the email channel (for example, when the
requester or CC replies to the ticket from an email using Reply or Reply All). This is
expected behavior to eliminate redundant emails. Suppression doesn't apply to updates made
from the web portal or other channels. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_l2v_cp5_qtb">
<h2 class="title topictitle2" id="ariaid-title4">Requester profiles without an email address</h2>
<div class="body">
<p class="p" dir="ltr">Any user that doesn’t have an email address associated with their user profile
will not receive notifications under any circumstances. It would be impossible because
Support would not know where to send the message.</p>
<p class="p" dir="ltr">If the requester on the ticket doesn’t have an email address, the <strong class="ph b">Email user +
(requester and CCs)</strong> action on triggers and automations is suppressed, and so no email
notification is sent out at all. What this means is that, even if CCs on the ticket have an
email address in their user profile, they also don’t get a notification. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_blg_2p5_qtb">
<h2 class="title topictitle2" id="ariaid-title5">Understanding how automations affect comment privacy</h2>
<div class="body">
<p class="p" dir="ltr">When an automation with the <strong class="ph b">Email user</strong> action fires on a private ticket,
these things happen:</p>
<ul class="ul" id="topic_blg_2p5_qtb__ul_qzr_fp5_qtb">
<li class="li" dir="ltr">If the user is an admin, agent, or group, an email notification is sent to
them. If the user is an end user, no email notification is sent.</li>
<li class="li" dir="ltr">No comment of any kind (public or private) is added to the ticket.</li>
<li class="li" dir="ltr">An event is recorded in the Events log.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_iqp_rp5_qtb">
<h2 class="title topictitle2" id="ariaid-title6">Understanding the effects of “Make email comments from CCed end users public”</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> Generally, we don’t recommend using <strong class="ph b">Make email comments from CCed end users
public</strong> because a requester might see replies that were not intended for them. However,
if you are using this setting, make sure you review the information in this section.</div>
<p class="p">The <strong class="ph b">Email user + (requester and CCs)</strong> action is suppressed in certain situations
depending on whether the <strong class="ph b">Make email comments from CCed end users public</strong> option is
enabled and other criteria have been met. The following scenarios illustrate when this
happens. </p>
<p class="p" dir="ltr"><strong class="ph b">Scenario 1</strong></p>
<p class="p" dir="ltr">This <strong class="ph b">Email user + (requester and CCs) </strong>action is suppressed when <strong class="ph b">Make
email comments from CCed end users public</strong> is <em class="ph i">enabled</em> and all of these criteria
are met:</p>
<ul class="ul" id="topic_iqp_rp5_qtb__ul_ltn_vp5_qtb">
<li class="li" dir="ltr">The ticket is being updated (not created) via email.</li>
<li class="li" dir="ltr">The author of the email is a requester or CC.</li>
<li class="li" dir="ltr">Everyone who would receive the notification already received the email that
updated the ticket.</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">Make email comments from CCed end users public</a> is enabled, and a
CC replies directly to the support address and doesn’t include the requester, the <strong class="ph b">Email
user + (requester and CCs)</strong> is not suppressed. </div>
<p class="p" dir="ltr"><strong class="ph b">Scenario 2</strong></p>
<p class="p" dir="ltr">The <strong class="ph b">Email user + (requester and CCs) </strong>action is suppressed when <strong class="ph b">Make
email comments from CCed end users public</strong> is <em class="ph i">disabled</em> and the ticket is being
updated (not created) via email, and either of these criteria are met:</p>
<ul class="ul" id="topic_iqp_rp5_qtb__ul_mtn_vp5_qtb">
<li class="li" dir="ltr">The author of the email is a requester or CC.</li>
<li class="li" dir="ltr">Everyone who would receive the notification already received the email that
updated the ticket.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_kqw_dcx_nnb">
<h2 class="title topictitle2" id="ariaid-title7">Understanding how the Events log is affected by business rule action suppression</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> As explained earlier, when the <strong class="ph b">Email user + (requester and CCs)</strong> action is
suppressed, the trigger or automation still fires and other actions in the trigger or
automation are still executed (see <a class="xref" href="#topic_pdl_xbx_nnb">About
business rule action suppression</a>).</div>
<p class="p" dir="ltr">This section explains how the Events log is affected by business rule action
suppression. </p>
<p class="p" dir="ltr">If <strong class="ph b">Email user + (requester and CCs)</strong> is suppressed and the trigger or
automation doesn’t include any other actions, no event is recorded in the Events log, even
though the trigger or automation fired. When there are no other actions besides the <strong class="ph b">Email
user + (requester and CCs)</strong> in the business rule, nothing appears in the Events log
about the comment. For example:</p>
<img class="image img-screenshot" id="topic_kqw_dcx_nnb__image_rms_z55_qtb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccs_suppression_no_other_actions.png">
<p class="p" dir="ltr">If <strong class="ph b">Email user + (requester and CCs)</strong> is suppressed and the trigger or
automation includes other actions, the other actions are executed. Then, an event about the
other actions is recorded in the Events log. When another action exists in the rule after
the notification, such as a tag being added, it executes and and both actions show up in the
Events log. For example.</p>
<img class="image img-screenshot" id="topic_kqw_dcx_nnb__image_fqv_t55_qtb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccs_suppression_including_other_actions.png">
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