Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, a trigger can add a CC. Be deliberate about it, because CCs are visible to everyone on the ticket.
How
Add the action that adds a CC, and give the address. Conditions decide when it applies.
The good use
A shared mailbox that should see a category of ticket. The customer's own account manager, or your finance team on billing questions. One address, added consistently, without anyone remembering.
The one to think about
Adding individual people, particularly other customers. Everyone on the ticket sees the CC list, so adding a second person discloses their address to the first.
Within one company that is usually fine. Across companies it is a complaint waiting to happen.
Narrow the conditions
A rule CCing an address on every ticket from an organisation will eventually CC it on something sensitive: a complaint about a colleague, a personal matter, a dispute. Condition on the form or category rather than on the customer alone.
Followers instead
If the person you want to add is a colleague of yours rather than of the customer, a follower is almost always what you meant. Invisible to the customer, and they see internal notes too.
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