Adding Agents as Followers with CC - Deskpro Support

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Adding Agents as Followers with CC

in Inbound Email Settings

Christine Loh

Published: 21 Sept 2021|Last updated: 18 Oct 2021

By default, if a User CCs an Agent into a Ticket email, the Agent will not be added as a follower of the Ticket.

You may want Users to be able to add Agents as followers; bear in mind that adding an Agent as a follower means they can always see a Ticket, overriding Agent and Department permissions.

You can enable this feature from Channels > Email > Settings:

Warning

Think carefully before enabling this option. It means that Users can enable Agents to see Tickets that they wouldn’t be able to see based on your Permission settings.

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