Setting up an email copy on all tickets

How can I send a copy of all support replies to someone in the company?

You can copy all support replies to a particular email-id by setting up a BCC in your account settings. Using the BCC feature can be useful when a type of ticket needs to be sent to someone specific, or a certain person in the organization needs to see all tickets sent to a specific support address (for example if all tickets sent to '[email protected]' need to be sent to a group for recordkeeping).

How do I setup the BCC?

While logged in as an admin on your ticketing page:

  1. Click on the ‘Admin’ link in the top right section of the ticket screen
  2. Click on the ‘Email’ tab
  3. Click 'Update the Basics'
  4. Select the 'Optional Settings' dropdown menu
  5. Fill in the desired BCC address
  6. Click 'Update the Basics'


Please note that BCC settings are individual for each address, so if you use multiple addresses you will need to set them up for each address separately.