CC Users on Tickets

CC users are external email addresses that receive every public reply on a ticket. Use them when a customer's manager wants visibility, when a partner is involved in the resolution, or when an internal stakeholder outside your support team needs to follow along.

CCs are stored on the ticket itself, separate from the primary customer contact. They don't need a Workestra account.

Adding CCs

You can add CCs in three places.

When Creating a Ticket

In the New Ticket modal, the CC field appears below the customer email. Type or paste an email address and press Enter to turn it into a chip. Add up to 20 addresses.

From the Ticket Detail Sidebar

On any open ticket, scroll to the CCs section in the right sidebar:

1. Click inside the input
2. Type an email address
3. Press Enter to add it as a chip
4. Click the × on a chip to remove it

Changes save automatically. The counter at the top of the section shows how many of the 20-address limit you've used.

Inbound Email CCs

When an inbound email arrives at one of your email processors with addresses in the email's CC field, those addresses are automatically added to the resulting ticket's CC list. They keep receiving replies from then on.

How CCs Receive Replies

CCs are added to the email's Cc: header, so reply-all from any CC keeps the loop intact.

Limits and Validation

• 20 addresses per ticket. Adding a 21st rejects with a friendly error.
• Email-format validated both in the browser and in the database. Invalid addresses are rejected immediately.
• Deduplicated and lowercased automatically. Manager@Example.COM and manager@example.com count as one address.
• No personal data fanout. CCs receive the same reply content the customer sees — never internal notes, never CSAT links.

Removing a CC

To stop sending replies to a CC:

1. Open the ticket
2. Click the × on the CC's chip in the sidebar
3. The change saves immediately

Removed CCs do not receive any further replies, but past emails they already received aren't recalled.

When NOT to Use CCs

• Don't CC your own teammates — add them as the assignee or @-mention them in an internal note instead. Internal collaboration belongs inside Workestra, not the customer's inbox.
• Don't CC the primary customer. They already receive every reply.
• Don't use CC as a notification channel. For "tell me when this status changes" needs, use webhooks or workflow automations.

---

Next Steps

• Tickets — How replies flow to customers and CCs
• Email Processors — Inbound CC propagation
• Webhooks — Event-based notifications for internal systems