Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Partly. You can count tickets that have CCs; reporting on who those people were is a different matter.
What works
Whether a ticket had CCs, and how many. That answers most of the real questions: are CCs common, are they growing, do CC'd tickets take longer.
What does not
Grouping by the individual people CC'd. A ticket can have several, so any breakdown counts one ticket under each of them and the totals stop adding up.
It is the same shape of problem as reporting on tags.
The question usually underneath
"Which customers keep adding people?" That is better answered from the organisation than from the CC list: group by organisation and look at how many of their tickets have CCs.
If you need per-person reporting
Use a field rather than the CC list. Where a specific person or role should be tracked, a custom field captures it once, cleanly, and reports without caveats.
Worth knowing anyway
Tickets with several CCs usually take longer and reopen more, because more people can reply. Comparing resolution time with and without CCs is a short report and often an eye-opener.
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