CCs and followers

Enterprise feature (new in 1.19.1, helpdesk). See the Helpdesk overview.

Two ways to keep more people in the loop on a ticket:

• CCs are people copied on a request: a manager, a colleague with the same problem. They see what the requester sees and get the public replies.
• Followers are agents who want updates on a ticket they aren’t assigned to. They hear about replies, internal notes and status changes.

CCs

Adding CCs in Get help

Requesters add people themselves:

• On the new-request form, under Add people (optional).
• On a request’s page, in the People on this request card: Add people, or remove someone with the × beside their name.

Search the directory by name. When the workspace accepts mail from outside (Desk settings → Email → Accept mail from outside the workspace), you can also type an email address. An address that belongs to an account copies that account.

A request can have up to 20 CCs. A customer portal customer you have blocked can’t be copied (“can’t be copied on requests”).

Adding CCs in the desk

Agents add CCs from the CC row under the ticket’s subject: Add, then search the directory or type an address. Remove someone with the × beside their name. The reply tab then reads Reply to Daniel + 2 CC, so you know who gets your reply.

What a CC sees and can do

A CC sees the request as the requester does:

• the public conversation and its files, the progress tracker and the agent’s card;
• never internal notes, internal fields or replies waiting for review.

A CC can reply, and their reply counts as a reply from the requester’s side. An agent who works the ticket and is also copied on it replies from the desk instead, so the usual rules (such as reply review) apply: Get help shows them no reply box. A request you are copied on shows in your My requests, and you can leave it from the People on this request card (Leave). You won’t see it again unless someone adds you back.

Contact cards in the desk list the CCs, labelled CC.

CCs and email

• Desk replies go to the requester, with the CCs on Cc. A CC with an account gets the reply as their notification settings say: by email on Cc, in a digest, or not at all. If the requester’s own email doesn’t go out, the CCs still get one email.
• One shared copy. An email with anyone on Cc greets nobody by name and has no manage-notifications link, because everyone on it reads the same message. An email to one CC on their own is addressed to them.
• Outside CCs (addresses with no account) are mailed only while Accept mail from outside the workspace is on. Turning it off keeps them on the ticket but stops their email; turning it back on resumes it. Blocked portal customers are never mailed.
• One notice each. An agent who is also a CC, or a CC who follows the ticket, gets one notice per reply, not two.
• Internal note emails never carry a Cc.
• A new request by email: people on the Cc line become CCs, but only when the sender passes sender authentication. The helpdesk’s own addresses, team aliases and the sender are left out.
• A CC’s reply by email joins the existing ticket instead of opening a new one, when it comes back on the ticket’s reply thread and the CC’s address passes sender authentication. An unverified reply is never added.

A reply-all to the original email, sent before the desk has answered, still opens a new ticket. Merge it into the first one.

Being copied

Someone you add to a request gets a bell notice, Copied on a request (bell and chat only, no email). Turn it off under Account → Notifications.

Followers

Follow in a ticket’s header gets you updates on that ticket: new replies, internal notes and status changes. Unfollow stops them. The Following row under the subject lists who follows it.

Updates arrive as the Tickets I follow event in Desk settings → Notifications: push and bell on, email off, unless you change it. Each update checks that you can still see the ticket. You won’t get an update twice when another notice (such as Requester replied) already told you. A newbie’s reply waiting for review isn’t announced until a lead approves it; followers hear of it then. A follower who is also a CC hears of public replies once, through the CC email, and of internal notes as a follower.

Following tickets you reply to

Out of the box, replying or adding a note follows the ticket. Turn this off with Follow tickets I reply to in Desk settings → Notifications → Following.

An unfollow sticks: replying to that ticket again doesn’t follow it again. Press Follow to start again. A CC who replies doesn’t follow the ticket by replying.

In the audit log

Action	Shown as
helpdesk.ticket.cc_added	Added people to a ticket’s CC
helpdesk.ticket.cc_removed	Removed someone from a ticket’s CC
helpdesk.ticket.follower_added	Followed a ticket
helpdesk.ticket.follower_removed	Unfollowed a ticket