We often have issues that impact multiple users. It would be really helpful if we had a way to BCC all affected users so we can manage only one incident ticket and message everyone the same thing at the same time.
Currently, if we merge the tickets, all email addresses are exposed and it generates a lot of complaints. So, we're stuck having to have 2-3 agents spending hours managing these communications. Having BCC would save my small team tons of time.
We need this for Pipedrive's Smart BCC option!
Hi team ZD...
I would love the option of BCC within tickets so that we can include an 'email to Salesforce' email address.
Some users only engage with customers in Salesforce so it is helpful to automatically push all ZD email comms to the customer Salesforce via the 'email to Salesforce' email link.
Hello,
would be extremely helpful to have the BCC option to run proactive campaign or inform about a specific update, for example. Without all people contacted see each other adresses.
Then, if one of these person comes back to us, it creates a new ticket, it is perfectly fine. So, we can handle the communication specifically.
Thank you,
I believe the BCC is an extremely important feature as it means the agents don't need to do extra steps doing a side conversation. BCC would make the agents more time efficient, these extra steps should not be required.
Hey @dave12 and Zendesk team ...
It's been a while since there was an official public comment from Zendesk ...
Any updates about this?
BCC is a must in all CRM. There are communication that you need to keep it hidden in a handy and easy way. We need these urgently please!
+1, this feature is definitely needed for our organization. Please get this into your product roadmap.
Hi ZD Team,
The BBC function is necessary for our Support team! We have so many cases that require hiding admin's email addresses to avoid agents reaching out to them directly. It would also help hide employee email addresses that need to be notified without sharing in CC their contact information. Please consider adding this essential email feature.
Thank you
Has anyone found a good work around for this?
I want to be able to send multiple quotes to vendors at the same time, without sharing info between them. I do not want multiple tickets, I want one, but to be able to send to several people at once.
We need to BCC Trustpilot on all our review request emails. We are currently forced to have our agents do this separately through their work Outlook account. This wastes time and also disrupts our agents privacy by providing customers a way to contact agents directly.
This is a basic feature and I am disappointed to find out it's not a part of zendesk
Hi Zendesk,
We join this request to add a BCC function in ticket comments.
This functionality would be a tremendous benefit for all organizations and customers.
Thanks!
IT - Santalucia Servicios Compartidos
I switched over from Help Scout and BCC was available there and super helpful to loop in account leaders when their members reached out to us directly! Hopefully this functionality can be added eventually.
We're a large organization, and our internal stakeholders are clamoring this feature, so that's about a dozen more votes in favor. Seems absurd that it's not there.
How is this not a feature? Between the lack of ability to forward emails and BCC, Zendesk is failing at the basic functions of email communication.
Hey all, thanks for engaging on this thread and providing feedback on this product area. We have logged this feedback for our backlog but do not currently have plans to implement this into our roadmap as we are focused on features to surface outbound email bounce information and the ability for customers to connect their email servers directly to their Support Instance. We will continue to leave this thread open for community comments for more use cases and if anything changes in the future on our end we will update as soon as possible. We understand this may be frustrating for folks but hope transparency is helpful in your understanding. Thank you again for providing your feedback to us!
Why is bcc so hard that it can't even be added to a roadmap??? It's literally in every other email system everywhere by everyone for 30 years, except zendesk. I need to be able to send the same email to a couple customers at a time but it's not okay/very unprofessional to expose their addresses. It creates a lot of extra work to do them singly. If I have an agent do it in their own email, then nobody else can find them. bcc is by far the simplest solution.
“We have logged this feedback for our backlog but do not currently have plans to implement this into our roadmap as we are focused on features to surface outbound email bounce information and the ability for customers to connect their email servers directly to their Support Instance. We will continue to leave this thread open for community comments for more use cases” ← What a long winded way to say "we aren't listening but we'll leave this open so people can google and find it and just shout into the void.
Minimum effort request, minimum expectation to meet GDPR requirements but lets pile as many buzzwords in a post as possible to basically say “no”. Low bar.
+1 requesting this feature. Our team sometimes answers client tickets that could impact other departments in our organization that do not have Zendesk access. We don't necessarily need or want the clients to see the additional internal parties being copied as it's only informational to the other internal teams.
Like everybody else, I'm quite shocked that something as simple as BCC is not available.
Hi, our team needs this feature as well.
We can share email replies to share activity with non-Zendesk agents. This will make it easy for managers to check that the agents are working smoothly.
In addition, there are many cases where we do not want to disclose the address to end-users, so we would like to use the BCC function; the agents can set addresses to share information each time they reply to end-users.
I have high hopes for all of Zendesk Support members.
I thank you always for your efforts.
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