In Freshservice, you can automate the process of adding CC emails to tickets from a specific department. This helps streamline communication and keep relevant stakeholders informed. Follow these steps to configure a workflow automator and enhance collaboration within your organization.


  1. Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’
  2. Click on ‘New Workflow’ and choose Event based workflow option.
  3. Give your rule a title and click Create.
  4. Set the Event as Ticket is raised.
  5. Drag and drop a Condition block and set the condition as  Ticket field.Department Name Is and provide the name of the specific department.
  6. Drag and drop an Action block, choose the action as CC, and provide the email address.
  7. Click Activate to enable the automation rule to work on upcoming tickets.

  8. Automatically adding CC to email