Why BCC isn't supported in Zendesk tickets
Why can't I use BCC in Zendesk tickets?
Zendesk does not support BCC in tickets, except in side conversations. When you add a user as a BCC on an inbound email, they won't be added to the ticket or notified of updates. However, if they reply to the original email, their response might be added to the ticket as a private note.
For those with access to side conversations, you can create a new side conversation and add a BCC within the ticket. This is a workaround to include BCC functionality in a limited capacity. For more details, check out the article: Using CCs, followers, and @mentions.
More related questions
How can I include someone in a Zendesk ticket without using BCC?
To include someone in a Zendesk ticket without using BCC, you can use side conversations if your account has access to this feature. Side conversations allow you to add participants in a separate thread within the ticket, providing a way to…
What happens if a BCC'd user replies to a Zendesk ticket email?
If a BCC'd user replies to a Zendesk ticket email, their response might be captured and added to the ticket as a private note. This occurs through the system's inbound email threading processes, even though BCCs are not officially supported in…
Why does Zendesk Sell support BCC but not Zendesk Support?
Zendesk Sell includes BCC functionality, but Zendesk Support does not. This difference is due to the distinct purposes and functionalities of the two platforms. Zendesk Support focuses on direct communication and transparency within tickets, which…
Is there a way to detect if a Zendesk ticket was created from a BCC email?
Currently, there is no direct way to detect if a Zendesk ticket was created from a BCC email. The system does not recognize BCCs in the ticket creation process, and the original email does not display BCC information. Agents need to be cautious…
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