So you're responding to a ticket and need to add another contact. How do you do that? And what will it look like to users?
How to Add a Contact
When you click on a ticket to respond, you'll see the "To" field at the bottom. Click "Add contact..." to add another email address to the conversation.
Sometimes your customers will also add a Cc or Bcc to a ticket thread. It will show as a Bcc contact when you respond. If you click the "X" beside the email address, it will be removed.
Since you're adding a Bcc (vs. a Cc) users will not see the email address of those copied on the ticket. However, they will see any replies from those Bcc'd on the ticket.
[Note: You can't add an admin email address as a Bcc on the ticket. It won't work since the system knows you're admin and gets confused.]
Can I Change the "To" field on a Ticket?
Yes, you can. Learn how to change the "To" field on a ticket.
Can I add a Cc to a ticket instead?
No, but we do have an idea about adding it as a feature. You can add your thoughts and vote for the idea: Be able to add a Cc to a ticket.
Can I Forward Tickets to Another Email Address?
Not at this time, but we do have an idea on our Forum about this as well. You can vote for the idea and add your thoughts—Ticket Forwarding
Other Knowledge Base Articles You Might Enjoy:
- Will my ticket response automatically be saved if I navigate away?
- How does a customer's email make it into the Helpdesk?
- How do I create a ticket for a customer?