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.
CC behavior in Teamwork Desk
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
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.
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 by an agent.
- Agents can turn on an auto follow option in their profile settings, which will automatically add them as a follower to tickets where they have been added as a CC recipient.
CC behavior for agent replies sent via their personal email account
When an agent replies to a ticket via their personal email account instead of Teamwork Desk, any addresses included as CC in the reply will be checked against agent email addresses in the Teamwork Desk account.
- If an address matches an existing agent's primary email address, that agent will be added as a follower on the ticket and their CC will be removed.
CC behavior for the Customer Portal
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
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