Within Teamwork Desk, a person can be CC’d or BCC’d on an email thread either from the original email sent by the customer, or after being added by an agent.

The option for CC/BCC can be found on a ticket:



When you click on this you will see an option to enter in your CC and/or BCC addresses:


CC behavior:

If a person is removed from the CC list of a ticket they will no longer be included in new messages. However, if the CC’d person replies to an earlier email for the ticket they will then be re-added to the CC field, and will once again be included in all messages.

If a customer sends a reply with fewer or no CC address then Desk will forward the message to all the CC addresses that are missing. Only an agent can remove addresses from the CC list.

Most incoming emails should be added to the CC list. For example if foo@example.com is the ticket’s customer and bar@example.net replies to the ticket, then bar@example.net will be added as a CC and further replies will be sent to that address until it’s manually removed from the CC list.
Inbox addresses will never be automatically added as a CC, nor will the address of the agent sending the e-mail (this restriction is in place to prevent mail from looping).

Note: Replies to emails generated using the "Auto CC" are added to the thread as replies, not notes and will be sent to the customer

BCC behavior:

If a person is removed from the BCC list of a ticket and this person replies to a message sent to them as a BCC then that person will be re-added to the CC list.

Recipient limits:

In order to prevent spam and system abuse, Teamwork Desk limits unverified accounts to 10 total recipients per ticket and verified accounts to 50 recipients per ticket. For information on verifying your account see Adding DNS records to verify your domain.

For more information see: Setting up email forwarding