There are 2 lists on the Main config page...Ticket CC and Category CC under  "E Mail on Events" 

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Ticket cc - think of this as you writing an email and you cc someone about whatever the topic is. That is what ticket cc means in the KBOX. Regaradless of what the ticket is about, where ever you put a checkbox is who will be cc'ed on any emails

Category cc - this is the opposit of ticket cc. this will only send an email to someone in the caegory cc list. The emails are entered when you create or change any new categories when you customize fields and layouts for particular queue.

example. - the network manager only wants to be cc when a ticket is opened for the network category. you would add their email address to the network category cc list under "customize fields and layouts" for that helpdesk queue.

example 2- the helpdesk manager want to be aon the cc of any ticket regardless of what the issues is. YOu could create a ticket rule that adds them and they would get emails based on what is checkmarked. 

Answered 04/10/2013 by: nshah
Red Belt

  • Ok here is what I have setup now...I have specific categories assigned to specific users and in the CC list I include the persons who are the backups on those categories....for these people to get an e-mail which one needs to be selected? Ticket CC or Category CC. Just trying to get it straight in my head......
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