Skip to main content

Disable CC

J
Apprentice

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

    Did this topic help you find an answer to your question?

    6 replies

    O
    Contributor
    Forum|alt.badge.img+7

    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.

    hemanth.ramya
    Community Manager
    Forum|alt.badge.img+9
    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • May 7, 2020

    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. :)

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    Mark M
    Community Debut
    • Mark M
    • Community Debut
    • 2 replies
    • January 14, 2025

    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?

     

    JPeterson
    1 person likes this
    • JPeterson
      JPeterson
    JPeterson
    Community Debut
    • JPeterson
    • Community Debut
    • 1 reply
    • January 24, 2025

    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.

    Mark M
    Community Debut
    • Mark M
    • Community Debut
    • 2 replies
    • January 24, 2025

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

    SirEd
    Community Debut
    • SirEd
    • Community Debut
    • 1 reply
    • February 22, 2025

    So I had this annoying “cc” issue too as I had 1 verified and 1 unverified email.

    The unverified email was verified with the assistance of support as it wasn’t as straight forward as usual, and fixed the issue.

    I then moved off the free trial of a higher plan, and now the issue has reappeared.

    Reply


    Most helpful members this week

    Terms of UsePrivacy Notice