Configuring CC and follower permissions

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62 Comments

  • Alexia Wolfhagen
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    Will this finally give us the option to stop having CCed emails added as users? 

    It's been a huge issue for us since the beginning that CCed users are granted access to create tickets in the future, which is totally out of our control. 

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  • Devan - Community Manager
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    Hello Alexia,

    I replied to your post in the thread linked below. if there is anything else I can assist with please let me know.

    Displaying an article or section in multiple sections or categories

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  • Heather Cook
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    As an enterprise company we use single sign on for our help centre, because we are an internal use case. I would like to enable CC on the ticket form in the help centre, however i don't want Colleague to be able to CC anyone in to a ticket. It must only be our domain and not other domains such as @gmail.com etc

    Is this possible? If not, why not?

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  • Alexia Wolfhagen
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    Hi Devan

    I am aware - I would like to get a response on my question here. WIll this resolve the issue about CCs being added as end-users?

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  • Andrew J
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    Hello Alexia, in the state before this update the cc did not have to be a user. I don't think the followers update has made it to us yet, but I understand they do have to be a user now. Tell me, when you add a cc or follower now, does it pop up asking for name and user type?

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  • Brandon Tidd
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    Hey @Brett - Kind of a unique use case that might be worth some internal discussion:

    If one of our light agents is added to a ticket by an end-user via CC, the light agent cannot respond publicly to the thread.  Ironically, in this case, the light agent would have more permission as an end-user.  I understand philosophically why light agents can't reply publicly, but I think maybe there could be a work-around implemented for specifically when the light agent is included in the thread as a cc from the end-user (?)

    Looking forward to your thoughts!

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  • Alexia Wolfhagen
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    Hi Andrew

    Yes it does - you have no option to not add the user: 

     


    Once the email is CC'ed from our side or the client side - the user is created in Zendesk and can create tickets - which is against our setup where only we should be able to add new users.

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  • Alexia Wolfhagen
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    Just tested - as it seems to be the only way of finding out. 

    You are still forced to create users, and only agents in Zendesk can be followers - not end-users. So you are still forced to provide support the way Zendesk decides, and you have no option of adjusting your setup to fit your needs. 

    Opted out right away. 

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  • Andrew J
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    Hello Alexia, your original question seemed to indicate that you are having to add a user in the old version too. I may have misunderstood.
    ("Will this [the new feature?] finally give us the option to stop having CCed emails added as users?")

    Since we haven't seen it yet, I'm just guessing about the new option. It seems weird to have to add a user, as the most common reason I use CC is to loop in a customer's alternate address. Since you can't create a user if the email is already attached to a user, I wonder how it handled the situation? @brett, any thoughts?

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  • Eric Engelman
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    We've enabled the CCs and Followers. 

     

    My team is looking to have the hyperlink to the ticket added to the emails. It was there on the old way, but the new doesn't have the link. Is there a setting to enable this? 

     

     

    How it looks now.  Can't that number be a hyperlink?

    This is how it traditionally was. We want this link back.

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  • Heather Rommel
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    Hi @Eric,

    For other types of notifications, I've gone into my triggers and added # in front of the ticket ID number in the trigger so it would be (#700883) which generates the ticket link.

    Want to try that?

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  • Eric Engelman
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    Thanks Heather!

     

    That was it!  Except this email is not a trigger, it's in the "tickets" section where you fiddle with the settings and the email that is sent.  I added the # and it worked like a charm.  

     

    Thanks again!

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  • Heather Rommel
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    Thanks for circling back! I'm so glad!

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  • Mike Andrews
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    Hello.

    I can't find how to add ability to add CCs by end users?

    Where placed this config?

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  • Devan - Community Manager
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    Hello Mike,

    The ability to add CC via Triggers or Macros is not a part of Support's functionality. This would have to be implemented manually in the ticket CC field. 

    Best regards,

    Devan

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  • Heather Rommel
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    @Mike, I don't have the Followers option enabled (yet) but this is what we see after selecting "Enable CCs on tickets":

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  • Mike Andrews
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    Devan, there is no this option. Also if the requester use CC field of e-mail after changing the ticket state or adding a comment CCd person doesn't receive any notifications. So I think this feature is disabled, but how I can enable it? I haven't this option as Heather R has.

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  • Heather Rommel
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    @Mike A, what do you see when you go to Admin-> Settings -> Tickets and scroll down to CCs?  A screenshot would be helpful!

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  • Human-ISM Sysadmins
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    @Brett

    Considering that anyone can reply to an email from anyone when forwarded an email or delivered an email via a distribution list, the "security" doesn't really apply here; because email doesn't provide that level of security anyway - if someone has a ticket ID they can reply to the ticket via email and skip Zendesk entirely and send any malicious email they want. As long as you're validating the sender domain for SPF/DKIM (which Zendesk does), you should be able to display any comments that come from addresses not in the CC list as long as they come from an email domain that *is* in the CC list, which applies to pretty much every scenario of distribution lists or email forwarding that could be imagined.

    Now, of course, I think the private comment default for non-cc'd parties is kinda a nice compromise; a halfway point between "cc everyone all the time" and "manually require adding CC's to every email".  This should be toggle-able though; at least for email addresses that reply that are the same domain of an existing CC.

    Sort of related, I wish Zendesk had a "Reply" and "Reply-All" option (where "Reply" by default excludes all CC's just like that crazy feature of that electronic mail system that was designed in the 70s has!).

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  • Andrew J
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    @Human-ISM Sysadmins

    Can you let us know which comments of Brett's you are referring to?

    Since Zendesk does not support distribution lists - the security of distribution lists is not relevant to how Zendesk handles security.

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  • Mike Andrews
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    @Heather

    ??? I have attached the screenshot in the first my comment https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002696694

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  • Andrew J
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    Hello Mike, I see the option turned on in your screenshot.
    What are you seeing on the ticket page?
    You should see a CC option in the left info section.

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  • Stefan Jonsson
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    Hey Zendesk,

    Regarding the part https://support.zendesk.com/hc/en-us/articles/203661606#topic_d32_mzc_3r "Comments by users not explicitly added to the ticket will be flagged".

    We've had cases where our customer has forwarded our reply on a ticket to a colleague. That colleague (who is a registered user at our Zendesk instance) replies to us, but the ticket gets flagged and stuck as an internal note. 

    We would appreciate if there was a way to either whitelist (e.g. whitelist emails from the same email domain or organization as the requester) or for us to manually turn the internal comment into a public comment. 

    Would that be possible?

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  • Carl Moore
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    Is it possible to add CC's to the Web Widget form so that an initial ticket requester can add people to be copied?

    Carl

     

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  • Andrew J
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    @stefan, none of that is possible currently.

    If the requester forwards the message, then that 3rd party replies... but not to the sender? They basically forward is to your support email?  That will trigger a flagged comment because the user has fundamentally nothing to do with the ticket.  Even the requester has not included them (by CCing them at any point)

    If the requester CCs a person after the initial request - that should be added to the CC list I think... not sure if it does currently - but I would think that would be suitable.

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  • Andrew J
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    @Carl, the web widget form does not contain CCs. Adding CCs by the user is only possible in the generic online form. You would need to create your own API form to add CCs otherwise.

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  • Carl Moore
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    Thanks.   Should add the option to enable this on the widget.  It is a common task to have a CC and users really don't want to go to the main page to enter CC's, where it is already possible as you noted on the generic online form.   Why not just make it easy for people.....

     

     

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  • Andrew J
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    Web widgets can be big spam creators. Not sure if you even want to expose an option to spam more people at once! People are basically using a contact form.  CC is an email function primarily.

    I wouldn't want to see this make the form more complex - every extra field people have to fill out is a driver for abandonment.

    Best you create a custom API form :)

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  • Stefan Jonsson
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    @Andrew J:

    We're in a B2B environment and our Zendesk is registered users only. Some of the users we are in frequent contact with. 

    One of these users might ask a question (without including all his colleagues as cc), get a reply from us, forward the answer to a colleague for assistance and that colleague answers us directly. If that colleague is a registered user (that is in frequent contact with us on other matters) that colleague would expect his answer to be part of the conversation. 

    What I'm asking for is a possibility for us to decide if the answer made by that colleague should be flagged or not, or at least have the possibility to manually make his comment public. See my original post. 

    As I understand, none of that is possible today. Any chance we might see this improvement in the future?

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  • Devan - Community Manager
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    Hello Stefan,

    The features you've mentioned are currently not announced on our product roadmap at this time. I would recommend though posting in our Product Feedback forum so our devs can consider these changed for future updates.

    Support Product Feedback

    Best regards.

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