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How do I CC an additional email after the ticket has been created?


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Is there any way to CC a different email/user after the ticket has been created without having to reply to the ticket?

Thank you

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7 replies

Sneha Kandasamy
Community Manager
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Hi @JamesF,

Greetings!

Yes, CC can be added to the ticket post the ticket creation via Automation. You can create a rule from Admin > Automations > Ticket Creation.

Conditions: If this is going to be applied for all tickets, add a generic condition that matches all the tickets.

Hope this helps.

 

Cheers,
Sneha.


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  • Author
  • Contributor
  • 7 replies
  • June 18, 2024

What condition do you select so that it does it for all tickets that are created?


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  • Author
  • Contributor
  • 7 replies
  • June 18, 2024

nvm… I think I set the type and just select all the options… this might work. Thank you


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  • Author
  • Contributor
  • 7 replies
  • June 18, 2024

Nope, scratch that. This approach does not work. 


Sneha Kandasamy
Community Manager
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Hi @JamesF,

You can go with Priority condition.
 


You can also use this option to include a specific email as BCC for all the replies. This is from Admin > Email > Advanced Settings > 
 



​​​​

Let me know how it goes.


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  • Author
  • Contributor
  • 7 replies
  • June 19, 2024

This approach only lets you add a particular email address. 

We need the ability to add any email address to be cc’ed on a ticket at any time.

Thank you though!


Sneha Kandasamy
Community Manager
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Hi @JamesF 

I am afraid that we do not have an option to add random CC to the emails without sending the reply. Automations and Configure BCC are for if you are going to use a standard email across all tickets.


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