Using CCs effectively in Zendesk Support

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9 Comments

  • Rafael Marquez Montes

    Hi all

    I have reached this post from https://support.zendesk.com/hc/en-us/community/posts/203410406-CC-problem

    I believe that setting an option such as "Only Agents can remove CCs" as the "add CCs" is in the Tickets section would greatly help each admin to set his communications up as he desires.

    Currently everyone may add CCs (if the option "add CCs" is not checked) but only agents may remove them, creating undesired situations.

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  • John Mathis

    Is there a way to create a view that shows what open tickets we are CC'd on but are not the Assignee?

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  • Sean Cusick

    Hi John, If you navigate into your user profile by clicking on it in the upper right hand corner of the screen then you will be taken to a screen where you will see a dropdown menu that will default to "Assigned Tickets" . From there you will see the option to view the tickets that you are CC'd on. From there you can easily bookmark that URL. Hope that helps, and please let us know if you have any more questions!

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  • Leigh Cohen

    This answers part of my question - how to view tickets on which I am not assigned but on which I am cc'd. My question has to do with the email that is sent - our agents are not receiving emails for tickets on which they are copied. Public or private comments.

    I do not know if they are getting caught in a filter on our end or whether I am missing something in the Zendesk setup. How do you suggest I setup our settings to ensure that agents will receive email notification of cc's?

     

    Thanks-

    Leigh

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  • Sean Cusick

    Hi Leigh, To troubleshoot CC delivery issues you would want to open a ticket with us at support@zendesk.com. The great likelihood here is that these emails are being caught in a filter on your end, though it will require some closer looking into a specific example for us to verify that.


    We look forward to hearing from you. 

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  • Kiryl Shafarenka

    Hello Sean,

    Thank you for this great article. Nevertheless, there is a thing that troubles me.

    When you have some CCs in ticket and if CCed recipients leave a comment via email, they appear in email client (in 'From' field) as a member of my Zendesk account.

    For example, if I CCed John Doe (End-user from an external company) to email john.doe@hiscompany.com in a ticket at mycompany.zendesk.com and John replies back, he will appear in my email (and to all other CCs) as John Doe <support@mycompany.zendesk.com>. This is confusing to other people in copy. Is there a way to avoid this, please?

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  • Sean Cusick

    Hi Kiryl,

    To disable this feature you would navigate to Channels>>Email>>Personalized Email Replies. This will remove all personal names from the reply field of your email notifications - agents and end-users. The idea is that someone can see who has responded to a ticket without having to open the email itself, just by glancing at their email client / service.  

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  • Kiryl Shafarenka

    Hello Sean,

    Thanks for your answer. Probably I wasn't clear enough. I don't want to disable completely this feature, I just want John Doe's email appear correctly and not being replaced with my support email. Any ideas how to achieve this?

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  • Sean Cusick

    Hi Kyril,

    The feature is working correctly. It will add the name of whomever updated the ticket to the reply (From:) address of the email. This is by design. We send emails from support addresses, not from end-users addresses. So the name of the person who updated the ticket will appear in the From: line of the email. If you do not want end-users' names (John Doe) included then you would disable this feature completely. If you have any further questions then please open a ticket at support@zendesk.com

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