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 to the right of the Forward option when you click into the reply area while viewing an individual ticket.
Clicking the Cc or Bcc options will add a corresponding field to the reply editor, below the To field.
When you add more than one address to the Cc or Bcc field, a number count will display to the right of the first address which you can hover over to view the additional addresses.
Note: The To field is automatically populated with the current customer associated with the ticket. This can only be altered by changing the associated customer.
If an agent removes a person from the CC list on 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, Teamwork Desk will forward the message to all the CC addresses that are missing. Only an agent can remove addresses from the CC list.
If edits have been made to the CC or BCC by a recipient, Teamwork Desk will provide an information banner to allow the agent to review CC and BCC recipients before sending.
Most incoming emails should be added to the CC list. For example, if
email@example.com is the ticket’s customer and
firstname.lastname@example.org replies to the ticket, then
email@example.com will be added as a CC and further replies will be sent to that address until it’s manually removed from the CC list by an agent.
Inbox addresses will never be automatically added as a CC, nor will the address of the agent sending the email (this restriction is in place to prevent mail from looping).
Note: Replies to emails generated using Auto CC are added to the thread as replies, not notes, and will be sent to the customer.
CC behavior for company tickets
If a customer with permission to view their company's tickets
in the Customer Portal replies to a ticket they do not own, they will automatically be added to the CC field of that ticket. You will see a note in the CC/BCC section alerting you that the customer has followed the ticket.
If a person is removed from the BCC list on a ticket and this person replies to a message sent to them as a BCC, that person will be re-added to the BCC 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. You can verify your domain by adding DNS records.
Creating new tickets from existing tickets
When creating a new ticket from a reply in an existing ticket thread, you will have the option to include or exclude any addresses listed as CCs on the original thread. The addresses will be excluded by default. Once a CC address is toggled on, it will be automatically added to the new ticket once created.