No way to add/edit CC after the ticket created

@ Suzanne : If the CC list is large (which is the common thing if you work with multiple teams and third parties) then it is a pain. In my use case I have to work with multiple parties and I am annoyed by not having ability to add CC list without removing the original list.

Typical FreskDesk - two years ago promised to address...and nothing. I'm 99% sure this is s dead end product. Sad.

@Todd- I suppose there's a little something here - a feature that "would be nice" but, so far, I have read several ways to address this and have used them all. For example, when we reply, we can remove the list completely or use copy/paste to use the original list, then add to it. This is, perhaps, one extra click vs a new "feature".

The only scenario listed in the comments that a "new feature" would address would be the ability to change the cc list *without* having to reply. To me, this is unnecessary - why change the list until you're ready to reply? Sounds more like a workflow issue to me.

BTW, we use FreshService by logging in (not via email) if that matters.

Suzanne, I hear you, but...

It seems there are a lot of "work arounds" for issue brought up repeated for years that FrshDesk says they will address and then never does.

In this case, it is more than workflow, it is additional training and unnecessary messages to clients. When they put everyone and their mother on a ticket including the support address - and you are a person CC'd and just want to be removed - you have to send a message to the client - what do you say? "Hey annoying person that feels you will get better support if you CC everyone, I'm removing everyone because it is rude and annoying..."

From a management standpoint, it would be nice - and many have asked - to be able to silently adjust the CC list.

We went back and forth between Zendesk and FreshDesk. My team liked the FD interface better, but frankly other than the UI look/feel, Zendesk is much better featured on things like this.

I get the feeling that FD was written by a team that had little help desk experience outside their own little world - got funding to make it a cloud app - and now they simply want to do as little as possible to get as many customers and go public.This timeline pretty much confirms this: https://www.freshworks.com/company/about/

It would be a nice feature but as a workaround I guess you'd have to use the api and modify the cc list from the update ticket/conversations calls

Hi Todd - Hmmm.  I think I must be missing something.  You mention additional training - for what?  If someone is an agent on your helpdesk, they (hopefully) know how to reply to an email - it's the same for replying to a ticket.  I really don't know what the fuss is about.  I have a ticket here - created via email that is sent to 42 recipients, including our helpdesk.  When I reply, I just remove the cc list - one click.  It comes up as a huge section - you can't miss it - and there's a button for "clear" right at the top.  Subsequent replies are then to the original requester.  Or, I can remove specific recipients by clicking the "X" by their name(s).

Please tell me what I'm missing.  My original 2 cents on this issue was to also include this same functionality for *notes* because I sometimes forget to add the agent(s).  Now I have to copy/paste to create a new note with the correct agents - which really is one extra click ("edit") and 2 keystrokes (ctrl+a, ctrl+c)

As I write this, I'm wondering if FreshService has a very different UI than FreshDesk - ??  Since we started with FreshService, I have no experience with FreshDesk.  My understanding is that the differences have to do with reporting abilities - is that incorrect?? 

I agree with Syed and Alessio (and perhaps others) that this should be possible through "More > Edit" for a ticket, not just by editing the CC list during a Reply action.

Note that doing this during a Reply (removing a CC list member) permanently removes that CC list member from that ticket, which is nice. But the point is that it's odd that this must be done during a Reply and that finishing the Reply (a potentially contrived action) must be completed to remove the CC list entry.

I would love to be able to add cc (another interested party/ stakeholder) to a ticked. Ideally it would then also show up in his/ hers customer portal.

After 4 years, I don't understand why it is still not possible to add a recipient to the CC field. I am an agent (I believe), but it shouldn't matter. In Outlook I can add a CC email address to any reply. In FreshDesk it should be equally easy to add a CC email address in the reply. I can remove and clear, but can't add. Amazing that the issue has been open 4 years.

Matthew - you can add a recipient when you reply to Cc much like in an email, the issue is more so editing the ticket to add the Cc from the start.  

When you Cc on a response to a customer you are relying on them replying to all, so that when you subsequently reply it would maintain the Cc that you've added.

You can do this via the API -

• You'd need to get the Ticket Details 
  
• Store CC recipients in a variable
• Append the new recipients to the variable
• Use the UPDATE TICKET function using your variable as CC

You can do this via the api so there is no reason you shouldn't be able to do this via the front end.

This inability do this really creates some issues for us since we have some customers where we have a mandatory requirement to keep multiple stakeholders informed on progress in case.

Has anyone looked at other systems then Freshdesk and if/ how they solve this issue?

I agree this should be available on the edit ticket screen.  Many other various types of systems I have used have this feature.

For those who say it can be done through the API, not all of us use an API.

If it can be done through the API and the customer portal, why not the Agent interface?

Yes, I know a CC can be added when you reply, but sometimes this is an Admin function, not a customer one.  For example, I recently reassigned a ticket, but wanted to be kept in the loop on the task.  By reassigning it, I was removed from notifications.  In order to loop myself back in, I have to send a reply on the ticket telling the requester that I'm looping myself in?!?  Or, I may see a task that was automatically assigned to another agent, but I want to be kept in the loop - again, I have to send a reply on the ticket telling the requester that I'm adding myself as a CC?!?  The same could be applied to adding any other agent as a CC.

I thought I could create a workaround by creating a scenario automation, but it seems the only action you can't set up in a scenario automation is adding a CC.

The bottom line is that while this feature may not be needed for some users, there seem to be a number of us who would find it helpful based on how we use the system.  Four years after the original request, there is still activity on this idea.  Why not add the feature?

Freshdesk - any update on this?  This is the main hindrance we have in using Freshdesk.  Even including the ability to add a CC as an action on a scenario automation would help us out.

This should be implemented !

Have they gotten around to making this change yet?

I had to work around this limitation by creating a login as a customer.  I can log in as a customer, select the ticket, and then add people to the conversation (screen shot below).  Seems like a silly limitation that I can do this as a customer and not as an agent.

Freshdesk can we please get the functionality added to the Agent Portal to add cc recipients

We need this as well.  It is the same thing as the "Add people to conversation" action that is already available to clients when viewing their tickets.  This is also needed for agents. Can you please enable the "Add people to conversation" action for agents.