Plan requirement
| Subscription | Any plan |
| Access | Agent |
CCs are on the email and the customer sees them. Followers are internal and invisible. Mixing them up is a privacy problem.
The difference
| CC | Follower | |
|---|---|---|
| Who it is for | Anyone, including customers | Agents only |
| Visible to the customer | Yes | No |
| Receives public replies | Yes | Yes |
| Receives internal notes | Only an agent CC, and only where explicitly on that note | Yes, all of them |
When to use which
- CC a colleague of the customer who should be part of the conversation, or a supplier the customer knows about.
- Follow a ticket yourself to keep an eye on it without taking it over, or add a specialist who needs to see internal discussion.
On the agent home page the two are listed apart, under Shared work: CCed and Following.
The mistake that matters
Adding a colleague as a CC so they can see the internal discussion does not work, and it does something worse: it tells the customer that person is involved and sends them every public reply. A follower is what you wanted.
CCs are visible to everyone on the ticket. Adding a second customer as a CC discloses their email address to the first, and that holds for agents too: an agent added as a CC has their address in front of every end user in the thread. Where two customers of yours should not know about each other, use separate tickets.
Both have to be switched on
Neither is available by default on every account. If you cannot find the fields, an admin has not enabled them yet.
One difference in scale to weigh when choosing between them: a ticket takes up to 48 email CCs and any number of followers.
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