CC addresses, multiple inboxes, and who sees replies

Some teams use more than one shared inbox address, or copy (Cc) colleagues and partners on support email. Depending on how your workspace is set up, initdesk can:

• Open one ticket for a single email, even when that email was delivered to more than one of your support addresses.
• Keep Cc’d addresses on the ticket so your replies reach the customer and the right people in the same thread.
• Record when the person who opened the ticket changes who is Cc’d, so your team has a clear history.

One email and multiple inbox addresses

If the same message is sent to two of your initdesk inbox addresses (for example, both support@… and sales@… in To or Cc), initdesk picks one inbox to own the ticket (using To first, then Cc), so you do not get duplicate tickets for the same conversation.

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Who is included when your team replies

When Cc addresses are stored on a ticket, outgoing messages from your team can include those addresses so everyone who should stay in the loop receives the reply—along with the customer.

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When the requester changes who is Cc’d

If the customer who opened the ticket adds or removes Cc addresses in their email client, initdesk updates the ticket’s Cc list. Your team will see an internal note on the ticket describing what changed (customers do not see that note).

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Replies from people who were only Cc’d

If someone who is not the customer replies, whether their message appears on the customer-visible timeline depends on whether the customer’s email appears on that message’s To or Cc line:

• If the customer is included on To or Cc, the reply is shown as a normal customer-visible message.
• If the customer is not on To or Cc, the reply is kept internal to your team, with a short explanation so agents know why.

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Questions?

If something in your thread looks wrong—missing people, duplicate tickets, or visibility—use Open a ticket at the bottom of this page and we’ll help.

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