Permission Required
Users with the administrative privilege can configure the Secondary Contact feature for the department.
Check Feature Availability and Limits

1. While replying to a ticket 
   
2. Ticket information from the ticket detail page
   
3. Ticket form/layout
   

1. Replying to tickets via email
   
2. Submitting a ticket through the help center
   

Note

1. Adding CC or secondary contact to a ticket is department specific, so it needs to be enabled according to requirement.
   
2. Agents or end users can add an existing contact as a CC, or enter the email address of a new user, who will then be added as a contact automatically.
   
3. A maximum of 20 CC email addresses can be added per ticket.
   
4. Contacts and emails that cannot be added as CCs:
   
1. Deleted contacts
   
2. Spam contacts
   
3. Anonymous contacts
   
4. Support email addresses
   
5. From addresses
   
6. Agent email addresses
   

Benefits of adding users as CC in the tickets

1. Ticket creation
   
2. Agent replies
   
3. Public comments
   
4. Edits or deletions of public comments
   

1. Be able to track the ticket independently through the Help Center
   
2. Stay in the loop on every ticket update without needing internal email forwards
   
3. Step in with relevant input if needed, especially for high-priority issues
   

Points to remember:

1. The options to allow end users to add CC's to tickets are only available if a help center is added for the department. 
   
2. CC field in layouts: The CC field cannot be removed from the layout of a department unless the CC feature is disabled entirely.
   
3. CC field during ticket merge: The CC field is available while merging tickets. The agent can select the CC address from one of the original tickets, and it will be carried over to the merged ticket.
   
4. Happiness ratings from CC’d users: Users in CC can also provide happiness ratings either after every reply or upon ticket closure.
   
5. Removing CC’d users: Deleting a CC’d email address from the reply editor does not remove the user from the ticket. To remove them, agent must delete them from the CC field in the ticket details page.
   
6. Removing a secondary contact's email address from the CC field during while replying to the ticket does not restrict them from accessing the ticket from the Help Center. In order to ensure that the secondary contact cannot access the ticket at all, they must be restricted from accessing the ticket from the help center.
   

1. 
   
1. Access restrictions in Help Center: Enabling the permission to add secondary contacts to a ticket is department specific. CC users can only access tickets under those departments where the option to add secondary contacts is enabled. 
   
2. Multiple recipients in "To" field: When multiple recipients are added in the "To" field, the system automatically adds all of them (except the original requestor) to the CC field, 
   

1. Navigate to Setup > Customization > General Settings. 
   
2. In General Settings for Tickets page, click Configuration.
   
3. Click select department to enable and select the department from the drop-down. 
   
4. In the pop-up, click I understand, enable. 
   
5. Select the check box to update your preferences 
   
1. End users can add Secondary Contacts (CCs) to tickets in the help center
   
2. Auto-add email recipients in the ticket's Secondary Contacts (CCs) field