When you enable CCs, you are allowing internal user (your agents and admins) and external users (your customers or end users) to copy other users when replying to ticket notifications by email. You are also allowing internal users to copy users from the ticket interface.
When you enable followers, you are allowing internal users to "follow" tickets. This means that the follower receives email notifications about updates to the ticket, but their names and email addresses do not appear in email notifications to other people on the ticket. They remain invisible to external end users.
To use CCs and followers, at a bare minimum, you must select the check boxes that enable CCs and followers. However, after that, it's up to you decide how to customize CCs and followers based on your unique situation. You may need to use all of the options described in this article, or only some.
This article includes these sections:
- Availability of the new CCs and followers experience
- Setting permissions for CCs and followers
- Comments by users not explicitly added to the ticket will be flagged
- Using placeholders with CCs and followers
- Changing the requester
For more information about using CCs and followers, see Using CCs, @mentions, and followers.
For a complete list of documentation about CCs and followers, see CC and followers resources.
Availability of the new CCs and followers experience
The new CCs and followers experience is now available to all customers. However, some accounts have the CCs and followers experience by default and others don’t.
Here's are some important things to know about this situation:
Accounts with the CCs and followers experience enabled by default
Accounts created in August 2019 or later, and some accounts created in 2019, have the CCs and followers experience by default. If this applies to your account, you can’t use the old CCs experience, and so the options for rolling back CCs and followers don’t appear in your account. However, you can enable and disable CC and follower settings, if needed.
Accounts with the CCs experience enabled by default
All other accounts have the old CCs experience by default. If this applies to your account, you will need to migrate using the Set up CCs and Followers button in Settings > Tickets. If you migrate, but run into problems later on, you can rollback CCs and followers, if needed, and keep using the old CCs experience for now.
Setting permissions for CCs and followers
Keep in mind that once you complete initial setup and configuration from Settings > Tickets, you may not be completely done configuring your account for CCs and followers. You may need to complete some additional tasks to further customize CCs and followers, such as customizing your default email notifications to requesters, CCs, and followers and creating business rules for CCs and followers.
Before you set permissions for CCs and followers, we recommend that you review Getting started with CCs and followers for admins, which includes a complete checklist of all of the tasks you may need to perform in order to customize CCs and followers based on your needs.
To set permissions for CCs and followers
- Click the Admin icon () in the sidebar, then select Settings > Tickets.
- In the CCs and followers section, select the Enable followers and Enable CCs check boxes.
- Configure the settings you want to use for CCs and followers and then click Save tab.
Allows agents to add followers to tickets from the ticket interface.
Adds the Followers field to the ticket interface.
Follower email subject
Follower email template
Revert to default
Type the text that you want to include in the subject line and body of email notifications to followers. Placeholders are allowed (see Using placeholders).
You can use Revert to default to replace text in Follower email template (but not in Follower email subject) with default text.
All of these option are only available when Enable followers is selected.
For more information about the follower email template, see Customizing default email notifications to CCs and followers.
Allows agents and end users to add other users as CCs on tickets.
Adds the CC line to the ticket interface.
CCs and followers blacklist
You can prevent specific users from becoming CCs and followers by entering their email address or domain name into a blacklist. Use spaces to separate the addresses.
This option is only available when Enable CCs is selected.
Enable light agents to become CCs on tickets
Enables ticket requesters, agents, and existing CCs to add light agents as either CCs or followers on tickets.
When enabled, light agents can be copied on tickets form the ticket interface and from ticket notifications. However, light agents are not allowed to add or remove themselves from the CC list—this must be done by another agent who isn't a light agent.
Regardless of whether this setting is enabled or disabled, when followers are enabled, light agents can be added as followers, and they can add or remove followers from tickets.
Enable CCs for end users on Help Center
Allows signed-in end users to copy (CC) users in these places:
Automatically make an agent CC a follower
When an agent is added as a CC on a ticket, they are also automatically added as a follower.
Comments by users not explicitly added to the ticket will be flagged
If an unknown user, who was not added to the ticket by the requester or an agent as a CC, updates an existing ticket, the comment is flagged and added to the comment stream as a private note. Most likely the email was forwarded by the requester to an unknown user or to an unverified email account (such as a secondary email address), and then replied to.
The flag brings attention to the potential risk, without affecting the workflow of your end-users and agents. The flag appears as a warning icon beside the first comment in the ticket. The ticket is not flagged in any ticket views. You can hover over the warning flag to get more information.
To handle a flagged comment
- If you are comfortable with the comment, ignore the warning flag and handle the ticket as you normally would. You cannot remove the flag.
- If you want to allow the new user to comment publicly on the ticket, an agent, the requester, or a CC on the ticket needs to add them as a CC.
- If you are not comfortable with the comment, you can raise a concern with your manager or consider temporarily suspending the user.
Depending on the nature of the comment, you might want to raise a concern about the ticket with your manager. Also, you can consider temporarily suspending the user, to prevent them from submitting more tickets, until you can investigate and feel comfortable enough to reinstate the user (see Suspending a user).
Using placeholders with CCs and followers
- ticket.cc_names—Returns the name of CCs on the ticket.
- ticket.follower_names—Returns the name of followers on the ticket.
- email_cc_names—Returns the names of CCs on the ticket.
If you are using the new CCs and follower experience and you are adding or updating your placeholders, we recommend using the
email_cc_names placeholder instead of
tickets.cc_names. They do the same thing, but
email_cc_names is newer.
For more information about CC and follower placeholders and where exactly you can use them, see Creating business rules for CCs and followers and Customizing default email notifications to CCs and followers.
Changing the requester
If allowed by the administrator, agents can change the requester on a ticket. Otherwise, they cannot.
To allow agents to change the requester
- Click the admin icon () and then navigate to Settings > Tickets.
- Scroll down the Requester section.
- Select the Agents can change requester check box.
Note: This option only appears if you are using the new CCs and followers experience.
- Scroll down and click Save tab.