Adding carbon copy (CC) emails to your tickets

Replying to a ticket and need to keep someone else in the loop? Here's how it's done:

  1. Open a ticket you wish to add a CC contact to.



  2. Click on the CC field and enter your CC contact.



  3. Like with any other field, to save the CC field you need to submit the ticket. Click Submit As Open

If you don't type in reply, users will not get any messages, but all ticket fields that you've edited will be updated.

If you don't see the CC field, it's most likely turned off (it is turned off by default). To turn it on you need to be logged in to Helprace as an admin.

  1. Click the  Settings button on the left
  2. Under TICKETS, select Settings
  3. Under Carbon Copies tick Allow agents to add CCs to a ticket.
  4. Click Save
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The screenshots seem to be outdated. When replying to an existing ticket without existing CCs, the CC option can only be found in a dropdown menu with the three dots (on the top), and only if enabled ther the CC line will appear.

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