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Dashboard Improvement: Fivetran support portal's "Add to conversation" form doesn't CC email address if they're not an existing user in Support Portal

Answered
Philip User

If an email address is added as a CC on a ticket that is not associated with an existing user in Support, the CC is ignored and not added to the ticket which can cause confusion.

Per the customer: "Ideally this constraint about there needing to be an existing Zendesk user record would be removed (either by Zendesk itself, or by your configuration of Zendesk), but while that constraint is in place I'd suggest you add a check when someone adds an email address to the CC field to check whether there's an associated Zendesk user record and alert them if the email won't actually be CC'd."

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  • Official comment
    Megan Daly User

    Hey Philip,

    Thanks for reaching out - apologies for the delayed response. You should be able to add an email address not associated with an existing user account as a CC to your ticket. The CC'd person will receive an email notification for every update to the ticket they're associated with and will be able to respond via the same email thread. However, they cannot access the ticket via the 'My Cases' ticket inbox in Zendesk without creating an account.

    If you're having difficulty adding CCs to your ticket threads, just let us know and we'll be happy to help resolve it!