You can copy all support replies to a particular email-id by setting up a BCC in your account settings. Using the BCC feature can be useful when a type of ticket needs to be sent to someone specific, or a certain person in the organization needs to see all tickets sent to a specific support address (for example if all tickets sent to ' [email protected]' need to be sent to a group for recordkeeping).
To setup up a global BCC, while logged in as an admin on your ticketing page,
- Click on the 'Admin' link in the top right section of the ticket screen
- Click on the 'Email' tab
- Click the gear icon on the email address you want to configure
- Select 'Settings' from the menu
- Fill in the desired address in the 'BCC all Replies To' field
- Click 'Save'
Please note that BCC settings are individual for each address, so if you use multiple addresses you will need to set them up for each address separately.