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.
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
email@example.com the ticket’s customer and
firstname.lastname@example.org to the ticket, then
email@example.com be added as a CC and further replies will be sent to that address until it’s manually removed from the CC list.
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.
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.