Plan requirement
| Subscription | Any plan |
| Access | Agent |
A CC who hears nothing is usually one of five things, and suppression by design accounts for two of them.
Symptoms
- Someone is listed as a CC but receives no messages.
- They received the first email and nothing since.
- They receive some replies and not others.
Resolution steps
1. The comment was internal
CCs receive public replies only. An exchange conducted in internal notes is invisible to them, which is correct and is the most common explanation.
2. They made the update themselves
Zendesk suppresses the notification to the person who caused it. A CC who replies does not receive their own message back. Working as designed.
3. They are also the requester
Someone who is both requester and CC is notified once, as the requester, not twice.
4. A trigger is not doing it
CC notifications come from triggers. If those triggers were edited, or conditions were added, the notification may not fire for this kind of update. Check the ticket events to see which triggers ran.
5. It went to spam
Particularly for external addresses, and particularly if SPF and DKIM are not set up for your domain. Ask them to check, and check your DNS records.
The quickest diagnosis
Open the ticket's events and look at the update in question. It lists which triggers fired and who was notified. That answers three of these five without any guessing.
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