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 list.
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.