CC'ing not generating tickets in our board


Many of our external vendors CC our helpdesk email address but it seems like those emails never end up in our helpdesk board, it only works if senders email our helpdesk email account directly.

Is there a solution for this?

Hello @chhris_fadul,

The messages from CCs should create comments in existing tickets unless a CC delete the ticket ID from the email subject. However, these comment don’t change a status of the Ticket unlike comments from Requesters. You can adjust this behaviour adding a custom trigger.

Could you please create a test ticket, add an additional email address in CC field and try to reply from this address (as a CC)?

If the issue persists please submit a ticket to [email protected] and let us know your SharePoint domain name and your HelpDesk emailbox. We will investigate further.

Anna Dorokhova
Plumsail Team