Plan requirement
| Subscription | Any plan |
| Access | Agent |
A CC who hears nothing is usually one of six things, and two of them are Zendesk suppressing the notification deliberately. Start with the one that silences everybody at once.
Symptoms
- Somebody 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. Can the requester receive email?
Check this first, because it is the one that looks least likely and explains the most. If the requester is suspended, has an invalid address, or otherwise cannot receive notifications, the notification is suppressed even when the CCs have perfectly valid addresses.
And if the requester has no email address at all, the Email user + (requester and CCs) action on triggers and automations is suppressed entirely, so no notification goes out to anybody.
2. Was the comment internal?
That same notification is designed for end users and is suppressed on private comments. An exchange conducted in internal notes is invisible to CCs, which is correct behaviour and the most common everyday explanation.
3. Did they already receive the message?
When a ticket is updated by email, and the author of that email is a requester or CC, and everybody who would receive the notification already received the email that made the update, Zendesk does not send it again.
That is why a CC who replies never gets their own message back, and why a small thread between two people on the ticket produces fewer notifications than messages.
4. Are the triggers still 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. Add /events to the ticket's URL to see which triggers ran.
5. Are they on the ticket?
Two settings can quietly refuse the addition. An address or domain on the CCs and followers blocklist never becomes a CC, and a light agent cannot be added at all unless Allow light agents to be added to tickets is on. There is also a ceiling of 48 email CCs per ticket. In each case the person is not receiving notifications because they are not a CC, however it looked when you added them.
6. Did it go to spam?
Particularly for external addresses, and particularly where SPF and DKIM are not set up for your domain. Ask them to look, and check your DNS records.
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