Turning on CCs and followers and setting permissions

Switching CCs and followers on, and deciding who is allowed to add them. The permissions are separate for agents and customers.

Switching CCs and followers on, and deciding who is allowed to add them. The permissions are separate for agents and customers.

Turn them on

1. Open Admin Center, then Objects and rules, then the CCs and followers settings.
2. Activate CCs, followers, or both.
3. Set who may add a CC: agents only, or end users as well.
4. Save.

Letting customers add CCs

Convenient, and worth thinking about. Customers who can CC will add colleagues, which is usually helpful. They will also occasionally add someone who should not be reading the thread, and you cannot undo an email that has gone.

For most organisations allowing it is right. For anything handling personal or financial matters, restricting it to agents is the safer default.

The email that goes out

CCs receive public replies, and by default they receive the whole thread. Whether that is appropriate depends on what is in the thread, which is a good argument for keeping internal detail in internal notes rather than public replies.

Followers need no permission

Any agent can follow any ticket they can see. There is nothing to configure beyond switching the feature on, because a follower cannot do anything a customer would notice.

See also

• Customising notifications for CCs and followers
• Triggers for CCs and followers
• CCs and followers: what the difference is