How We Simplified Customer Ticket Sharing Using CC DLs in Freshservice
For many MSPs and enterprise service teams, one of the biggest frustrations is keeping customers in the loop — especially when tickets touch multiple internal teams or restricted groups. You want to give customers visibility without compromising internal structure or agent focus.
We recently helped a customer with exactly that:
They needed a simple, reliable way to share updates with customer distribution lists — automatically, without risk, and without agents having to think about it.
Here’s how we solved it.
The Challenge:
Some tickets sit in restricted groups — either by security need or operational design
Customers weren’t always being updated, especially when their named contact wasn’t the requester
Manual CC’ing was inconsistent and error-prone
Freshservice’s native options weren’t enough to handle nuanced visibility rules
The Solution: CCDL Sharing with Logic-Driven Automation
We implemented a CCDL (Customer Contact Distribution List) sharing system, driven by custom objects, lookup logic, and automated workflows. At a high level:
Each company had one or more CCDLs defined (e.g. “General updates”, “SOC-only”)
We built a workflow that checks ticket conditions:
Is this a ticket that should be shared?
Is there a valid CCDL for the customer?
If so, it:
CCs the CCDL address automatically
Writes a comment to confirm sharing
Adds a tag and logs the activity for audit tracking
If no CCDL is found, it raises a task for the agent instead — so nothing slips through the cracks
The Outcome:
Zero extra effort for agents
Consistent sharing across customers
Improved transparency — without compromising ticket visibility rules
Auditable and low-risk
Easily extendable for different customer types (MSS, VIP, etc.) Why It Matters
When your agents don’t have to remember who to CC, and your customers feel informed without chasing — everybody wins.
If you’re trying to manage visibility, reduce internal workarounds, or support complex group structures, this kind of automation could be a game-changer.
Want help designing this for your instance?
We’re already helping MSPs and enterprise teams implement CCDL logic that fits their exact model — no overengineering required.