CC'ing people and forwarding a ticket outside your team
Sometimes a reply needs to reach more than one person, or you need help from someone outside IntelliDesk, such as a supplier, courier or specialist. There are two tools for this: CC on your reply, and Forward for a private side conversation.
Who your email reply goes to
A public reply on an email ticket is always sent to the ticket's contact, the customer who raised it. You can see this at the top of the reply box: To: followed by their name.
The reply is sent from the desk's mailbox, with your name as the sender (for example Thandi Mokoena <support@yourcompany.com>), and the subject includes the ticket number, such as Re: Delivery delayed [HD-1182].
CC on a reply
When the customer's latest email had other people in CC, they're added to the CC line of your reply automatically. IntelliDesk only copies the CCs from the latest email the customer sent, not everyone who has ever been on the thread.
To change who's copied:
- Remove someone by clicking the × on their name.
- Click Add CC and search. People already on this conversation are listed under On this thread, then your other contacts under All contacts. To copy someone new, type their full email address and choose it under Add new.
Everyone in CC gets your reply, and when they reply, their message is added to the same ticket. The ticket stays with the original customer as its contact.
CC isn't available on WhatsApp replies.
Forwarding a ticket to someone outside your team
Use Forward when you need input from someone who isn't the customer, and the customer shouldn't see that conversation.
- Open the ticket, open the ⋯ menu at the top right, and choose Forward...
- In To, enter one or more email addresses, separated by commas. Click + Add CC to copy others.
- Optionally add Your note at the top, explaining what you need.
- Click Forward to …
What they receive:
- An email from the desk's mailbox with the subject Fwd: (ticket subject) [HD-…].
- The full public conversation between the customer and your team.
- Not your internal notes.
The customer isn't told about the forward. When the recipient replies, their answer comes back into the same ticket as a message only your team can see. It doesn't change the ticket's status, and the agent who sent the forward gets a notification.
CC or Forward?
| You want to… | Use |
|---|---|
| Keep a colleague of the customer in the loop | CC on your reply |
| Ask a supplier or partner something privately | Forward |
| Ask a teammate who uses IntelliDesk | An internal note with an @mention |
Related: Replying to tickets: public replies vs internal notes · Why did a customer's reply open a new ticket?