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CC functionality for incoming message from customers.

Accepted answer
edited Jun 8, 2022 10:31AM in Agent Desktop 4 comments


we have cc functionality for outgoing message, is there any filed for incoming messages (that are coming from Customers)


For an incident, we want to add one of our team members to CC list (incident is assigned to someone else, so rules and message template will not work here).

I think, It's a generic requirement.

I know there is a CC filed in Incident, but it only works for outgoing messages.
Do we have any field for incoming messages?

Note: here team members and incidents are not fixed. So, we cannot use the rules.



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