Using Cc and Bcc

Can I add Cc and Bcc to my replies?

Yes. When replying to a ticket, you can add Cc (carbon copy) and Bcc (blind carbon copy) recipients. This is useful for keeping managers, colleagues, or other stakeholders informed about a customer conversation.

How do I add Cc or Bcc recipients?

When composing a reply:

  1. Open the ticket and click Reply
  2. Look for the Cc and Bcc fields in the reply editor
  3. Type email addresses into the Cc or Bcc field
  4. Compose your reply and click Send

Cc recipients will be visible to the customer and all other recipients. Bcc recipients are hidden from everyone else.

Does SupportBee preserve Cc recipients from the original email?

Yes. If the original customer email included Cc recipients, SupportBee preserves them. When you reply, the original Cc recipients are automatically included so the full conversation thread stays intact.

Can I remove a Cc recipient from a reply?

Yes. Before sending your reply, you can remove any Cc or Bcc recipients by clicking the remove icon next to their email address in the Cc or Bcc field.

Do Cc recipients see the full ticket thread?

Cc recipients receive the reply email just as the customer does. They see the reply content and any quoted previous messages, but they do not have access to internal comments or the SupportBee interface.

Can I set up a default Cc on all replies?

If you need a copy of all ticket activity, you can use the email copy feature to automatically send a copy of all tickets to a specific email address.