Why are CC email notifications suppressed in Zendesk?
Why are CC email notifications sometimes suppressed in Zendesk?
CC email notifications in Zendesk can be suppressed due to system rules designed to prevent duplicate emails and maintain privacy. These rules ensure that internal notes remain private and reduce the number of duplicate notifications sent to users about a single request. However, these rules might not completely eliminate duplicate emails, and users may still receive some duplicates.
The suppression occurs in specific scenarios, such as when a private comment is added to a ticket or when a ticket is updated via email by a requester or CC. Additionally, if everyone who would receive the notification has already received the email that updated the ticket, the notification is suppressed. For more details, you can check theoriginal Zendesk article.
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