No way to add/edit CC after the ticket created

I also raised this previously - no solution as of yet. :(

I found a way to do this.

If we add a new email address in CC while in reply mode of a ticket, that will become part of the CC section of a ticket and shows up in the future replies.

This is only applicable for adding new email addresses in CC. However, we cannot remove email(s) with this method.

Can I do this without reply to requester? Only modfying the ticket?

That is the whole point of this thread. We cannot modify CC without using reply. We can only hope that Freshdesk developers took notice of this and resolve this glitch soon.

Any update on this request?

Hi everyone,

Thanks for your suggestions.

If I understand correctly, the requirement here, is to add / edit / delete the CC / BCC addresses from an already created ticket. Additionally, you would also like this functionality on a Note. Pls correct me if I am wrong in my understanding.

Now having mentioned the above, let me try to paraphrase this feature request:

Imagine you have sent an email to someone. The feature being requested here, is to modify the original recipient list after the mail has already been sent, which I am sure you will agree, is not possible. We cannot "un-send" a mail sent to someone by deleting their address from the recipient list or alternatively, add a new recipient to a mail that has already been sent. We can simply forward the mail or maybe reply to it and then add CC / BCC addresses, all of which we currently allow in Freshdesk for agents. This is why you don't have you an "edit" option for the recipient list of already created notes / tickets.

If I have misunderstood the requirement above or have missed out certain other scenarios, pls feel free to correct me. But if my understanding of the request above is correct, then this is unfortunately, not something that we will be able to implement. Sorry to disappoint you.

Thanks for your understanding and have a great day!

Hi Arvind,

Thanks for the response, the feature being requested here is the ability to add someone to the CC/BCC list after a ticket has been created, we're not asking for an "email" to be unsent.

So lets say Mr Blogg's has raised a ticket, a day or two later he subsequently asks for a member of his team or a third party to be kept in the loop for all updates on this ticket.  We say no problem Mr Blogg's, let me just modify this ticket so that we can....oh wait we can't.

In the above scenario we'd look to edit the ticket and throw in some new contact email addresses in to the CC list which we can't do currently.

I appreciate your response however I'd ask you to review this again from a different angle as it's a pretty one sided view....

Thanks,

Grant

I second what Grant said.

Why they have put "Not Taken" tag on this request
It means they are not suppose to work on it.

How they can refuse to work on an option requested by many users.

Hi Grant / all,

Firstly, thanks a bunch for elaborating on the intended use case. To ensure we’re on the same page and for the benefit of all readers of this post, let me list out below what we can already do in Freshdesk in relation to this Feature Request:

Scenario 1: Customer (Requester) sends a mail which is converted into a ticket in Freshdesk. For subsequent updates to this ticket, the customer would like modify the list of intended CC recipients. We already allow this in Freshdesk as of now. Customer can log into Freshdesk (customer) portal and modify the list of CC addresses as shown below, without having to reply to the ticket:

Scenario 2: For the same ticket raised above by a customer, an Agent would like to modify the list of intended recipients for subsequent updates without having to reply to the ticket. Currently we do not have the ability to do this from the Agent portal. Rest assured, it will be given due importance and accordingly, I have removed the “Not Taken” tag to ensure we keep this in our plan.

Thanks again for all your views and have a great day ahead!

+1 for this. Actually, after hearing Arvind's most recent reply I want this even more! Essentially, I'd like to be able to do what our end-users can do in Scenario 1, but from the agent portal when viewing a ticket. It's no good having to send a reply to a customer simply stating "please disregard... just cc'ing someone..."

Ability to edit CC would be useful.

Also: when two tickets are merged together, the Requestor of the ticket being closed/"deleted" should really automatically be added to the CC list of the target (still open) merged ticket.  That only makes sense; it should be automatic.

I would also like to see this feature implemented.