Using CCs effectively in Zendesk Support Follow

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5 comments

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    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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