Plan requirement
| Subscription | Any plan |
| Access | Admin |
Switching CCs and followers on, and deciding who is allowed to add them. The permissions are separate for agents and customers.
Turn them on
- Open Admin Center, then Objects and rules > Tickets > Settings, and find the block CCs and followers on tickets.
- Switch on Allow CCs, Allow followers, or both.
- Decide on the three settings underneath, which are the ones that matter.
- Save.
The three worth a decision
- Allow end users to add CCs to requests. Whether a signed-in customer may add someone, from an email reply or from My activities.
- Allow light agents to be added to tickets. Lets requesters, agents and existing CCs add a light agent or contributor. They cannot add or remove themselves, so without this a light agent has no way onto a ticket.
- Automatically make a CCed agent a follower. An agent CCed by email or in the interface also becomes a follower, so they see the internal notes as well. Usually what you meant when you CCed a colleague.
Alongside them sits a CCs and followers blocklist: addresses or domains that may never become a CC or follower. The place for a mailing list that would otherwise loop, or a competitor's domain.
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. A ticket holds up to 48 email CCs; past that, adding another quietly does nothing.
Followers need no permission
Any agent can follow any ticket they can see, and there is no cap on how many followers a ticket has. Nothing to configure beyond the switch, because a follower cannot do anything a customer would notice. The one exception is a light agent, who needs the setting above before anyone can add them.
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