Plan requirement
| Subscription | Any plan |
| Access | Admin |
What a CC receives is set by triggers and templates you control, and the default is more than most organisations want to send.
Where the wording lives
CC notifications come from their own email templates, separate from the ones sent to requesters. Open the CCs and followers settings in Admin Center to edit them.
That separation is useful: a CC is not the person who asked, so a message opening "Your request has been updated" is slightly wrong for them.
Decide how much thread to send
By default a CC receives the conversation, which means someone added at message twelve receives all twelve. Whether that is right depends on who you CC. For a colleague of the customer it usually is; for an external party it may not be.
Suppression
Zendesk suppresses some CC notifications deliberately, most notably to avoid telling somebody about their own update. That is why a CC who replies does not get their own message back, and it is worth knowing before you go looking for a bug.
Test with a real address
Add an address you control as a CC on a test ticket and go through a normal exchange. What arrives in that inbox is what your customers' colleagues receive, and reading it is the only reliable check.
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