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.
2025 still waiting
2026 is just four months away, and we’re still unable to forward or BCC—this really needs to be addressed moving forward. It’s disappointing that such a basic functionality hasn’t been prioritized, especially when there are plenty of other service providers offering more complete solutions. I hope this is part of the roadmap soon, because it’s becoming harder to justify staying with a platform that isn’t evolving with our needs.
I also think the BCC function is a must. Using light agents (not very compliant) or a side conversation (extremely annoying and not user friendly) is not an option. This needs to be implemented now. Alternatively: enable User to also be “follower” that would like a BCC
I also think the BCC function is a must. Using light agents (not very compliant) or a side conversation (extremely annoying and not user friendly) is not an option. This needs to be implemented now. Alternatively: enable User to also be “follower” that would like a BCC
Exactly. Zendesk is removing BCC now that everyone is being pushed to use CC and Followers. That forced rollout should be paused until the ability to BCC is restored in some way, which could be as easy as letting Followers be users instead of requiring them to be agents. There are legitimate reasons to want to BCC someone who is not an agent, nor associated with our company.
Zendesk keeps telling people to use Side Conversations, but that is not the same thing as simply BCC’ing a person to a ticket. It also requires a higher support plan and extra add-ons.
If Zendesk wants to remove a free, basic function of email that’s been around for 30+ years, then reduce the price of our support plans instead of trying to push us into a more expensive one.
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