Ability to add an email address (or non-company CW contact) in CC to a ticket from Inbox
R
Ricky Balmaceda
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R
Ricky Balmaceda
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✅ New: Support for Messaging Unknown Email Contacts in Inbox
You can now include and reply to unknown email addresses (e.g., vendors, students, external partners) directly from Inbox—even if they’re not listed as contacts in your PSA.
What’s new:
When a ticket includes an unknown email (not listed in your PSA), it will now show up as a visible contact in the thread.
You can send replies to these email addresses by checking "Send by email", and they’ll be delivered properly—even if the email isn’t tied to a PSA contact.
These contacts stay visible in the thread history, so conversations stay complete and easy to follow.
This helps teams who frequently work with third parties, external CCs, or anyone outside their PSA contact database—no more needing to switch to Pods or other workarounds.
Autopilot
Merged in a post:
Ability to Add CC Recipients to Tickets for Non-Contacts or Non-Members
C
Cody Muncy
Currently, Thread only allows adding CC recipients to tickets if they are existing contacts or members in ConnectWise. This feature request proposes the ability to add CC recipients by entering an email address directly, regardless of their contact/member status in ConnectWise. This would improve communication flexibility by enabling inclusion of external stakeholders, vendors, or one-off collaborators without having to create them as contacts first.
Benefits:
• Improved Communication: Easily keep external parties informed without extra administrative steps.
• Faster Ticket Updates: Reduces delays caused by needing to create a new contact in ConnectWise before adding them as a CC.
• Greater Flexibility: Supports unique or temporary collaboration needs without affecting the contact database.
• Better User Experience: Makes CC functionality more intuitive and aligned with common email workflows.
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Joseph Bettencourt
In CW PSA, we have to click on every ticket one at a time to check the CC box in CW and then go back to Thread. No way of knowing if the End User added a CC, so we have to check every ticket - it's becoming a big time suck. Thank you!
C
Cody Muncy
Joseph Bettencourt If you unclick Send as Email and re click it then it will check the resource and CC field in the ticket
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Joseph Bettencourt
Cody Muncy Ahh, awesome! Thanks for letting me know.