Some teams use more than one shared inbox address, copy (Cc) colleagues and partners on support email, or send a private copy (Bcc) to someone who should receive a specific message without appearing to the other recipients.

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 addresses on the ticket so replies continue to reach the customer and the right people in the same thread.
• Let your team add Bcc recipients to a new ticket or an individual public email reply.
• Record when the person who opened the ticket changes who is Cc'd, so your team has a clear history.

Cc and Bcc at a glance

Bcc recipients receive the same public email reply, but their addresses are hidden from the requester and Cc recipients. Bcc is never added to the ticket's persistent Cc list.

Add Cc or Bcc to a reply

For a public reply on an email ticket:

1. Open the recipient details at the top of the reply composer.
2. Add or remove addresses on the Cc row.
3. Select Add Bcc on the Bcc row and enter one or more addresses.
4. Write and send the reply.

After a successful send, the recipient details collapse again. Cc remains available for later replies, while Bcc is cleared. If sending fails, initdesk keeps the reply and its Bcc recipients so you can correct the issue and try again.

Bcc is only available for public email replies. Internal notes do not send email to Cc or Bcc recipients. If you switch to an internal note while drafting a reply, initdesk hides the Bcc row without discarding the draft.

You can also add Cc and Bcc recipients when creating a new email ticket. Bcc is optional and applies only to the first message.

If you do not see the Cc and Bcc controls, ask an organization admin to check whether Cc email routing is enabled for the workspace.

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.

Inbox addresses are used for routing and are not suggested as Cc or Bcc recipients in the composer.

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.

Bcc works differently: it is selected for one outgoing message at a time. A Bcc address is not copied from an earlier message, inherited by a later reply, or shown as a global recipient on the ticket.

Your team can see the Bcc recipients on the initial ticket card or the specific public reply in the ticket history. Customers do not see Bcc recipients in email recipient headers or customer-facing ticket surfaces.

initdesk prevents the same address from being added more than once across To, Cc, and Bcc. If the requester or Cc list changes and conflicts with a drafted Bcc recipient, initdesk removes the invalid Bcc entry and lets the associate know.

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.

Bcc is not inferred from incoming email and is never carried forward from a previous message.

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 associates know why.

Questions?

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