Understanding the CCs Feature in Zendesk
Discover how the CCs feature works in Zendesk, allowing both agents and end users to add recipients to email threads.
How does the CCs feature work in Zendesk?
The CCs feature in Zendesk allows both agents and end users to add additional recipients to an email thread. This functionality is enabled when the Enable CCs option is checked, and it is designed to replicate the behavior of CCs in standard email systems. This means that anyone involved in the ticket can add others to the conversation, promoting transparency and collaboration.
More related questions
Can I restrict end users from adding CCs in Zendesk?
Unfortunately, you cannot restrict end users from adding CCs in Zendesk. When the Enable CCs option is activated, both agents and end users have the ability to add CCs to the email thread. This is designed to mimic the way CCs work in regular email…
What can I do if the CCs feature is a roadblock in my workflow?
If the CCs feature in Zendesk is causing issues in your workflow, you have the option to roll back to the previous CCs and followers experience. This might help in managing how CCs are handled within your organization, although it won't restrict…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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