Why are CC recipients not added when forwarding an email?

Question

Why aren't CC recipients included in the ticket when forwarding an email?

Answer

Whether or not CC recipients are included when you forward an email to create a ticket depends on your TyrellCorp Support settings.

• If you allow only registered users to submit tickets, CC recipients must be existing users in the system to be included.
• To ensure CC recipients are always added to the ticket, configure Support to permit anyone to submit tickets.

For more details, see this article: Enabling anyone to submit tickets