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When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?



This sounds like a ticket you raised yourself, maybe based on a phone call. Freshdesk then adds a cc which is a nuisance. I have found the only way is to remove it when sending the first reply (it can be removed manually when writing a reply) after which it remains removed from further replies.

I do not understand why the cc is placed there, and can find no explanation.



Hello!


CC email address gets added in the replies of tickets in certain cases, like, when a customer drops an email with CC email address or when an automation executes to add CC automatically to tickets, post creation.


If you still encounter this, please drop an email to support@freshdesk.com to further investigate your case!


Cheers. :)

I am experiencing an issue where Freshdesk is automatically adding the sent to email address (one of the support email boxes I have connected to Freshdesk) as a CC on every reply. his is then creating another new ticket if the agent does not remove the sent to email as a CC before sending. Can you help with what may be causing this? I have reviewed the automations and the email in Outlook but could this be an outlook issue?

 

I too am having this issue with freshdesk cloud. We would like to find a way to remove the cc which is our support email. I do not see any automations or scenarios that would add it so you must have it setup as a default somewhere. How can this be removed.

I was able to fix my issue by verifying the support email.

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