Automatic BCC Configuration for Ticket Replies

Overview

While there is no function to automatically insert BCC into ticket replies, it is possible to configure rules to re-send to specified email addresses.

Rule Creation Steps

Email Address and Sending Configuration

Below shows an example of rule creation. Enter the destination email address in “To”. The sender name is optional (default is “System”).

Variable Configuration for Subject and Body

Variables can be used in the subject and body. The example below uses the following variables:

  • Subject: “Ticket Subject” “Ticket ID”
  • Body: “Message Text (← refers to email body)”

Using Variables

A list of available variables is displayed within the rule creation screen.

Configuration Screen Screenshot