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Does CCing Someone In An Email Add Them As A Watcher?

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Jess Pendley

27 Dec, 2013 05:22 PM

We have customers who frequently attempt to add another person to our support thread by CCing them in an email. Outside of us manually adding this person as a watcher, is there a way for the customer to do it that I can relay to them? We've missed a few response in the past because of the assumption that copying someone on a thread allowed them to comment.

Thanks!

1. 1 Posted by Julien on 28 Dec, 2013 01:42 AM

   

   Hi Jess,

   CCing someone does not add them as a watcher. I think this feature existed a long long time ago, but resulted very fast into people being spammed (ie receiving emails they did not want), and was thus removed.

   Currently the only way to add someone as a watcher is for a support staff to do it.

   Is this always the same person, or multiple users?

   Thanks!

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2. 2 Posted by Jess Pendley on 30 Dec, 2013 04:02 PM

   

   We've had quite a few people make the assumption that CCing adds someone to
   the thread, but it's not a major concern. I just wanted to ensure that we
   weren't missing anything on our end.

   Thanks!

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3. Nicole closed this discussion on 30 Dec, 2013 04:28 PM.