Ticket CC

The CC (Carbon Copy) feature in Qiscus Helpdesk allows agents and requesters to include additional recipients in a ticket conversation. This enables greater visibility and collaboration across internal teams and customer-side stakeholders, without affecting ticket ownership.

Overview

With the CC feature, users can:

• Include multiple participants in a ticket conversation.
• Ensure visibility and transparency for relevant parties.
• Allow participants to reply via email, with responses added to the ticket.

Common Use Cases

• Managerial Escalation: Add a supervisor or manager for visibility on critical tickets.
• Customer-side Collaboration: Let multiple customer contacts monitor and respond to the same ticket.

How to Add CC Participants

You can add CC users in the following ways:

1. Via Email

When sending an email to Helpdesk (e.g., support@yourdomain.com):

• Add email addresses in the To or CC field.
• All recipients (excluding the sender) will be recorded as ticket participants or CCs.

2. After Ticket Creation (via Helpdesk Dashboard)

To add CC recipients to an existing ticket via the Helpdesk dashboard:

1. Open the ticket from the Ticket Dashboard.
2. In the Comment section, select the “Send as Reply” radio button.
3. Once selected, the system will display the “To” and “CC” email fields.
4. Click the dropdown icon to expand the CC field.
5. Add or edit email addresses in the CC field as needed.
6. Write your reply and submit the message — your reply will be sent to the requester and all CC’d recipients.

Note: This option only appears when “Send as Reply” is selected. If “Send as Notes” is selected, the CC/To field will not be shown.

CC Behavior Matrix

When users reply to ticket emails and include or remove CCs, Helpdesk handles the changes based on the role of the sender. The following matrix outlines the behavior:

Legend:

• ✅ = CC will be added or removed.
• ❌ = No change will be made to the CC list.

Important Notes

• Internal Notes vs. Public Reply: Replies from internal users are marked as Internal Notes to maintain privacy from the requester.
• Ticket Status: If an internal agent replies via email, the ticket status does not change (e.g., from “Waiting for Customer” to “Open”). Status must be manually updated from the Helpdesk dashboard if needed.

CC Limitations

Maximum Number of CCs

• A ticket can have a maximum of 48 CC participants.
• This rule only applies when an internal Helpdesk user (Agent, Admin, Supervisor, or Owner) replies to a ticket via email.
• In that scenario:
  • All email addresses in the To and CC fields of the email will be processed as CC participants in the Helpdesk system.
  • If the combined number of recipients exceeds 48:
    • The system will prioritize addresses in the To field.
    • Some addresses from the original CC field may be dropped to stay within the 48-person limit.

Limitations and Known Backlogs

The following features are currently out of scope and may be introduced in future releases:

1. No Notification for CC'ed Users via Help Center

   • CC users (internal or external) do not yet receive notifications when new replies are submitted via the Help Center interface.

2. CC Not Supported During Ticket Creation via Non-Email Channels

   • Adding CC is currently only supported when creating tickets via email. For other channels such as the Help Center form, Ticket Dashboard, App Center Widget, or API, the CC field is not available at all—there is no input field or option to include CCs during ticket creation. CCs can only be added after the ticket is created or automatically parsed when the ticket is created from an incoming email.

3. No Ticket History for CC Changes

   • The ticket timeline does not currently log when CCs are added or removed throughout the ticket lifecycle.