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Outgoing emails and showing who is CC'd/BCC'd in Agent Workspace

Related products:Support
  • March 24, 2022
  • 5 replies
  • 9 views
Hawk

Recently, our team migrated over to the Zendesk Agent Workspace. One of the difficulties we found was being able to see who outgoing emails were sent to, as there is no "show more" button under the user name anymore. Instead, one more step is needed to be taken, and that's to go to "events" to see who the email was sent to. This could end up becoming a problem if there are tickets with a ton of triggers/automations firing off. Below you will see an example of this issue. This isn't a massive disruption in our system, but it is quite the inconvenience:

    5 replies

    Dave12
    • Dave12Employee
    • Employee
    • March 24, 2022
    Thanks for the feedback, Hawk!
      Rebekah11
      • Rebekah11
      • July 5, 2022

      The ability to see (and copy) both the requester and cc's email address is something that is critical to our team's operation. +1 for the ability to see the users cc'ed on a particular response or thread. 

        Amisha11
        • Amisha11Employee
        • Employee
        • August 9, 2022

        Hello All,

        Thanks for providing feedback.

        We just released the display of To's & CC's information under each email message. Hope this helps solve the need. Please let us know if you have any additional feedback. Thanks!

        Atul11
        • Atul11
        • November 6, 2023

        Do we have BCC option in outgoing emails? If yes then can we automate to the default email for all tickets?

        J
        • JR20Employee
        • Employee
        • November 6, 2023
        Hi Atul,

        In Zendesk BCC's are not recognized and are not supported in tickets. When a user is added as a BCC on an inbound email, the user will not be added or acknowledged anywhere in the ticket or events. Additionally, BCC's are not notified of any ticket updates from the agent interface.
        https://support.zendesk.com/hc/en-us/articles/4408827478298-Why-can-t-I-BCC-

        Please check our product feedback request for this.
        https://support.zendesk.com/hc/de/community/posts/4408860746394-Support-Needs-BCC-Option?page=2#community_comment_5071297341850
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