Cc, Bcc and forwarding a message

You can loop other people into a ticket without leaving the workspace.

## Adding Cc and Bcc to a reply

1. Open the ticket and start a public reply.
2. Click Cc / Bcc above the editor.
3. Type one or more addresses, separated by commas.
4. Send as usual. Cc recipients are visible to the customer; Bcc recipients are not — they are stored only in your workspace as a record of who received the message.

Copies work with every sending method: your own SMTP mailbox, Gmail or Outlook connected with OAuth, and all supported sending APIs (Postmark, SendGrid, Resend, Brevo, Mailgun, Amazon SES, Elastic Email, Mailjet, Mailchimp Transactional).

## Forwarding a single message Every message in the thread has a Forward button. Choose it to send that message — including its text and attachments — to any address, with an optional note of your own and optional Cc/Bcc.

A forward is sent as a fresh e-mail, not as part of the customer thread, so the recipient's answer will not silently land in the ticket. EspressoDesk adds an internal note to the ticket saying who forwarded what and to whom, so the audit trail stays complete.

## Good practice

• Use Bcc for internal archiving addresses, never to hide a colleague from a customer conversation that should be internal — use an internal note instead.
• Only add addresses that are allowed to see the customer's data; you remain the controller of that content.