Some questions aren't a solo thing. When a support ticket touches a teammate, you can CC them so they see the conversation and our replies too.
How to CC someone
Open the ticket and use + CC a teammate. Pick them from the dropdown of your business's team members and add them to the ticket. They're looped into that thread from then on.
Ticket #4821
CC'dDana ✕
+ CC a teammatePick a teammate...
What a CC'd person sees
The ticket's messages and any replies from our team, going forward.
Enough context to help, without needing you to forward everything by hand.
They can open the ticket themselves and reply, not just watch from the sidelines.
Good to know
CC is only for tickets submitted by a business owner, and only teammates already on your team can be added, there's no free-text email field.
CC is per-ticket, adding someone to one thread doesn't give them access to your other tickets or your account.
A business owner can already see their team's tickets without being CC'd, so CC is most useful for looping in one specific person on one specific issue.
Remove a CC any time from the same place. See submitting a ticket to start one.