FAQ: Will CCs and BCCs in a Case Note Be Captured by CRM Writeback?

Overview

SupportLogic enables you to add internal notes and updates directly to your CRM, helping teams collaborate efficiently without switching between systems. A common question is how CC and BCC notifications behave when notes are submitted through SupportLogic.

This article explains how CC/BCC fields work with CRM Writeback and how they appear in your connected CRM.

Can I Notify My Team Using CC/BCC When Adding a Case Note?

Yes.
SupportLogic provides CC and BCC fields when adding an internal note or case note. These fields allow you to notify case owners or other team members directly from SupportLogic.

For steps on how to add CC or BCC while adding a case note, please refer to: How to Notify Users Using CC/BCC When Adding a Case Note

Will CC/BCC details be written back to my CRM?

SupportLogic’s CRM Writeback ensures that notifications are reflected in your connected CRM (Salesforce, Zendesk, ServiceNow, Dynamics, etc.).

However, visibility differs for CC and BCC:

CC recipients

CC recipients are included in the writeback and are visible in the CRM record.
Your CRM will clearly show that these users were CC’d on the note.

BCC recipients

BCC recipients are not displayed in the CRM.
BCC is designed to notify a user privately, so their identity is not recorded or visible in the CRM after writeback.

This behavior applies consistently across all supported CRMs.

Why use CC/BCC directly from SupportLogic?

Using CC/BCC from within SupportLogic helps you:

• Notify case owners or teammates instantly

• Avoid manually tagging users in the CRM

• Ensure CC notifications are documented in the CRM

• Send private notifications using BCC when needed

If you have additional questions about CRM Writeback behavior, please reach out to SupportLogic Support.