When working on a ticket, we may want to add another person in CC for their input or review. In Assist AI for Slack, you can now use the simple cc: @mention to CC and bring another person into a conversation.

Pre requisite:

Conversational ticketing for your account must be enabled.

Adding another user in CC:

• Simply include cc: @mention when replying to a ticket thread in Slack.

• This will include the user in the Slack ticket thread and will also add the user in CC on the ticket reply in Helpdesk.
• The user will be notified of the ticket and will be able to see all subsequent responses to it.
• You can add single or multiple users in CC.
• Any of the following formats can be used to bring another user into a Slack ticket thread in CC. 

CC'ing single user

cc: @anand
CC: @anand
cc:@anand
CC:@anand

CC'ing multiple users

cc: @anand@adam
cc: @anand @adam
cc: @anand,@adam
cc: @anand, @adam
CC: @anand@adam
CC: @anand @adam
CC: @anand, @adam
CC: @anand,@adam

cc:@anand@adam
cc:@anand @adam
cc:@anand,@adam
cc:@anand, @adam
CC:@anand@adam
CC:@anand @adam
CC:@anand, @adam
CC:@anand,@adam