Ability to BCC with outgoing emails

I also agree that this is a much needed feature to add to outgoing emails from Freshdesk.

As for a work around, our team will send an email with our Freshdesk support email as the 'TO" using an external email client (gmail). We add bcc's to this emails so people will receive it as if it was an outgoing email from Freshdesk, but at the same time a ticket will be generated. 

Thanks Adam for including that work around! 

+1. Would love to see this functionality as well

This is becoming more and more important.  We have a need to notify customers of updates and bcc internal employees who are not customer facing.

+1, we are trying to information about new patches to customers. Given that we can't filter our Freshdesk contacts by custom fields, this is a manual process and it is difficult to do inside freshdesk or outside of it.

Just as an FYI for those involved in the thread. Freshdesk does allow BCC's for forwarded messages which is how we have got around this process.

Step 1) Email the information you want to sent to your customers to the email associated with your agent account using the email function in Zoom (this is just to create the initial ticket).

Step 2) Click the forward button on your newly created ticket and forward this to your Support email and add any customers you want to inform as BCC's in this forwarded emails (make sure to format the forwarded message they way you want).

Now, whenever your customer replies to this message it will appear as a Note in the ticket thread. You can also reply to these notes to reply to the customer.

Not pretty, but it works. 

P.S. It's not recommended that you BCC too many people in one message as it can be hard to manage the ticket thread with multiple responses.

This feature would be REALLY usefull. +1

My company is new to Freshdesk and this it's disappointing to find out that a much needed feature that we use regularly is not available, despite many years of requests by users.  

This is a big slip in the solution. The bcc functionality is there since you can bcc replys and forwarded messages.

And yes, we have found the workaround by replying and forwarding but it really is just not "not pretty" it sends the wrong message when you really need to reach your customers e.g. when sending out notifications and information.

We realize that the solution is not a mailing tool for distributing to huge groups. However, notifying and informing verious groups of your customer base is a very basic  feature in customer service.

Hello? Why is this feature not available on a customer service platform yet??????????????

I stumbled across this thread looking for a solution. Would this very important feature be considered for implementation? The privacy of those we wish to Bcc on initial outbound communications is extremely important!

Totally agree! This would be great solution on new tickets. Is there maybe timeline available when this will be implemented?