Some tickets need more than two parties — a supplier who has to answer a question, a manager who wants to follow it, a colleague at the customer.
| Option | What it does |
|---|---|
| CC team | Copies your admin team members on every customer reply for this ticket. |
| External party | Adds an outside contact — a vendor, a contractor — to the conversation, and notifies them. |
| Forward | Sends the ticket on to internal or external recipients, with an optional note. |
Who sees what
Each reply asks whether to include the CC and external recipients. That choice is per message, so you can answer the customer alone and then bring the vendor in on the next one.
CHECK THE RECIPIENTS BEFORE EVERY SEND
Forwarding
Forwarding sends the ticket to someone who needs to see it, with a short note explaining why. Where you also want their reply to come back into the ticket, add them as a recipient rather than only forwarding.
Tidying up afterwards
Remove a recipient once their part is done. A vendor left on a ticket keeps receiving a customer conversation that stopped being their business three replies ago.