unable to add recipients or CC in email over ticket
ART-2027_KNOWLEDGE_NODE-30
or @mentioned in the DevRev app.\n\n  *Is able to:* View the ticket on the portal and reply via email as an email member.\n* A customer admin for the same workspace\n\n  *Added to:* **Customer Admins** group.\n\n  *Is able to:* View the ticket on the portal once their workspace is updated on the ticket.\n* An end user outside original sender's organization\n\n  *Added to:* **To** or **CC** fields in the email thread, or mentioned in the DevRev app (adds them to **CC**).\n\n  *Is able to:* Reply
Email | Integrate | Snap-ins | DevRev
ART-2027_KNOWLEDGE_NODE-40
Description |\n| --- | --- | --- |\n| To/CC Field Management | To / Cc fields | Automatically assigns visibility permissions to added recipients. Warns if invalid users exist. |\n| Text Formatting & Styling | Toolbar (bold, italics, etc.) | Apply rich text formatting including color highlights and custom styles. |\n| Change Sender Email | Email icon (top-right) | Select a different From email address from configured options in Email snap-in. |\n| Enhance Message with AI | Purple wand icon | Use
Email | Integrate | Snap-ins | DevRev
ART-3207_KNOWLEDGE_NODE-55
test email to your configured address from the deliverability tool and confirm that a conversation or ticket is created.\n2. Respond from the test conversation or ticket in DevRev to the address mentioned in the deliverability check tool.\n\nYou need to add the address as a contact, which can be done in the email composer page.\n\n1. Check the status of the email sent by coming back to the chosen tool.\n\nIf the **DMARC Compliance checks** on the tool pass, then DevRev email is
Email snap-in configuration | Email | Integrate | Snap-ins | DevRev
ART-1979_KNOWLEDGE_NODE-33
members** does not remove them from the **Reported by** field.\n\nShadow users can also be subscribers and email members.\n\n* **CCed members in email**: The CCed members in emails will be added to reporters if they are contacts in the workspace to which the ticket belongs. They will be added to email members if they are part of the ongoing email thread, without any workspace restriction.\n* **Shadow users**: Users created for tracking and record-keeping purposes that do not have access to the
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-36
contact](https://docs.devrev.ai/product/plug) must be created first for any emails to be added as subscribers.\n* **Needs response**: Set to true whenever a new customer message is received on the ticket to ensure that no customer messages are missed. If a particular customer message does not need a response, the **Needs response** toggle can be turned off by the user. Turning off the **Needs response** toggle does not affect the SLA metrics.\n\nThese attributes can be effectively used in
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-63
support tickets on behalf of customers\xe2\x80\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external.\n\nEven if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-32
**Reported by** field, first choose the corresponding account and workspace in the **Customer** attribute. After this selection, the contact's name will appear in the **Reported by** list.\n* **Email members**: Participants in the ongoing email thread, dependent on the last email. This attribute automatically updates based on the last email sent from or received on DevRev.\n\n![]()\n\nAdding members to **Email members** also adds them to the **Reported by** field. Removing members from **Email
Tickets | Computer for Support Teams | DevRev
ART-16806_KNOWLEDGE_NODE-27
Internal Ticket** from the **Ticket Creation** dropdown.\n* **Focused UI:** The **Customer Messages** tab is disabled on internal tickets to prevent unintended communication.\n\nThis feature supports internal workflows while giving you control over when customer engagement begins.\n\n![]()\xc2\xa0For more information about *Conversation and Ticket Workflows*, refer to the following articles: \xe2\x80\xa3 [Auto parts to conversation | Automate | Snap-ins](/docs/automations/auto-parts)
July 2025 | Changelog | DevRev