support center

BCC the first reply to a ticket from

Note: under most circumstances you would want to use our direct SMTP/IMAP integration with

Often times you might want to create a Lead in if someone sends a message to your support team using Or perhaps you have a web form which creates a ticket in Desk and you reply directly to potential customers. In both cases you want to BCC the unique leads address for on the initial reply event. To do this, go to's Admin -> Channels -> Email -> Reply Themes and either create a new reply theme or edit your default existing theme.

In the BCC section, add the following based on your own unique BCC/Forward address given in's Email Settings.

{% if case.emails.size <= 2 %}{% endif %}