Enabling Secondary Contacts (CC) in Ticket Conversations

Enabling Secondary Contacts (CC) in Ticket Conversations

Communication is not always one-on-one. To maintain transparency, collaboration, and speed up processes, multiple contacts must often be kept in the loop when dealing with customer queries. When no direct action is required from these additional recipients, agents and contacts can add them as Carbon Copy (CC) recipients. For example, while communicating with a policy holder other stakeholders, such as the insurance agent, legal team, or third-party provider, can be included in the email to keep them informed about the happenings. This will ensure everyone is on the same page facilitating quicker clearances. 

Adding CC to a ticket conversation allows agents and customers to keep all relevant stakeholders informed without requiring their immediate input. 

Availability:
InfoPermission Required
Users with the administrative privilege can configure the Secondary Contact feature for the department.
Check Feature Availability and Limits

Agents can CC other users directly from the email reply or ticket layout, while customers can do so while submitting or replying to a ticket from the help center.
Agents can add other users as CC :
  1. While replying to a ticket 
  2. Ticket information from the ticket detail page
  3. Ticket form/layout
Customers can CC other users while :
  1. Replying to tickets via email
  2. Submitting a ticket through the help center
Notes
Note
  1. Adding CC or secondary contact to a ticket is department specific, so it needs to be enabled according to requirement.
  2. Agents or end users can add an existing contact as a CC, or enter the email address of a new user, who will then be added as a contact automatically.
  3. A maximum of 20 CC email addresses can be added per ticket.
  4. Contacts and emails that cannot be added as CCs:
    1. Deleted contacts
    2. Spam contacts
    3. Anonymous contacts
    4. Support email addresses
    5. From addresses
    6. Agent email addresses

Benefits of adding users as CC in the tickets

When a user is added as a CC in a ticket, their contact is automatically created in the Desk as a Secondary Contact. This allows them to view and track the tickets from the Help Center, improving visibility and collaboration.
Unlike being CC'd in an email, where the user only receives updates on incoming emails, a user added as a CC in a ticket receives notifications on all key ticket activities, including:
  1. Ticket creation
  2. Agent replies
  3. Public comments
  4. Edits or deletions of public comments
This ensures that CC’d users have a comprehensive view of the ticket’s progress. 
For example, if a customer includes their manager in a support ticket as CC, that person will:
  1. Be able to track the ticket independently through the Help Center
  2. Stay in the loop on every ticket update without needing internal email forwards
  3. Step in with relevant input if needed, especially for high-priority issues
This streamlines communication and decision-making.

Info
Points to remember:
  1. The options to allow end users to add CC's to tickets are only available if a help center is added for the department. 
  2. CC field in layouts: The CC field cannot be removed from the layout of a department unless the CC feature is disabled entirely.
  3. CC field during ticket merge: The CC field is available while merging tickets. The agent can select the CC address from one of the original tickets, and it will be carried over to the merged ticket.
  4. Happiness ratings from CC’d users: Users in CC can also provide happiness ratings either after every reply or upon ticket closure.
  5. Removing CC’d users: Deleting a CC’d email address from the reply editor does not remove the user from the ticket. To remove them, agent must delete them from the CC field in the ticket details page.
  6. Removing a secondary contact's email address from the CC field during while replying to the ticket does not restrict them from accessing the ticket from the Help Center. In order to ensure that the secondary contact cannot access the ticket at all, they must be restricted from accessing the ticket from the help center.

  1. Access restrictions in Help Center: Enabling the permission to add secondary contacts to a ticket is department specific. CC users can only access tickets under those departments where the option to add secondary contacts is enabled. 
  2. Multiple recipients in "To" field: When multiple recipients are added in the "To" field, the system automatically adds all of them (except the original requestor) to the CC field, 
To enable the CC feature:
  1. Navigate to Setup > Customization > General Settings. 
  2. In General Settings for Tickets page, click Configuration.
  3. Click select department to enable and select the department from the drop-down. 
  4. In the pop-up, click I understand, enable. 
  5. Select the check box to update your preferences 
    1. End users can add Secondary Contacts (CCs) to tickets in the help center
    2. Auto-add email recipients in the ticket's Secondary Contacts (CCs) field

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