What is the key difference between a CC and a Follower in Zendesk?

The key difference between a CC and a Follower in Zendesk lies in the roles they play in the ticket conversation. A Follower, similar to BCC in email, is included in ticket communications without actively participating in the conversation. Followers are primarily there to receive updates and notifications about the ticket without being part of the email threads or affecting the ticket's status or responses.

While it might be noted that a CC actively receives all communications related to the ticket, the Follower's role is more about observation and being kept in the loop without the responsibility or ability to engage directly in the conversation. This distance enables organizations to keep certain stakeholders informed without all parties being actively involved in the ticket management or resolution process.

In contrast to the other options, it's important to note that a CC does engage more directly through receiving replies, whereas a Follower does not have the ability to edit tickets, which reinforces their more passive role.