In HappyFox Helpdesk, contacts can include additional recipients in the Cc field when replying to a ticket. These recipients may be individual email addresses or other email channels configured within your Helpdesk.
Behavior When an Email Channel is Added in Cc:
When a contact includes an email channel (e.g., [email protected]) in the Cc field during an existing ticket conversation:
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No New Ticket is Created: The system does not generate a new ticket in the email channel that was Cc’d.
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Agents in the Cc’d Channel Are Not Notified: Agents assigned to that Cc’d channel do not receive any notification or visibility into the ongoing ticket unless they are already part of it.
To ensure agent awareness, the following informational alert is shown inside the ticket update:
This update includes <<channel email>> in Cc. Note that they may not have access to this ticket and were not directly notified.
Note: This alert is shown only when the Cc’d email address belongs to a different category than the ticket’s current category. Email channels associated with the ticket’s category (incoming or outgoing) are excluded.
Why This Matters:
This alert serves two key purposes:
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Prevents Miscommunication: It ensures that agents know the Cc’d email channel has not been looped into the ticket officially.
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Encourages Manual Follow-Up: If involvement from the Cc’d channel is necessary, agents can manually notify the relevant team or move the conversation to an appropriate ticket/category.
Best Practices:
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If you want an email channel to participate in a conversation, consider:
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Manually notifying the team managing that channel.
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Creating a new ticket under the appropriate category with necessary context.
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