An end user wrote into me, which created a ticket. They added CC'ed email addresses on their message.
When I reply, they are saying that the CC'ed email addresses are getting the message. Why would this happen?
CC'ed addresses added by end-user do not receive agent reply
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Hi Joey,
If they added CCs on the initial email, it will be included when the ticket is created. That said, the cc'd email will also receive your responses. To know more about how CCs works in Zendesk, you may check Using CCs, followers, and @mentions
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