Configuring CC and follower permissions

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71 Comments

  • Stefan Jonsson
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    @Devan. Ok, thanks for clarifying.

    Added my comments to an already existing request regarding this https://support.zendesk.com/hc/en-us/community/posts/360000993288-Comments-by-users-not-explicitly-added-to-the-ticket-will-be-flagged?

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  • Tobias Hermanns
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    Dear Zendesk,

     

    why I can´t remove myself from "Follower" in case of I monitor many tickets automatically later in Trigger or Automations?

     

    I can add me as Follower, but not remove, nobody think about that?

     

    Thanks.

     

    /Tobias

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  • Alex Parten
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    When a user submits a ticket via the web form on the Help Center, the CC field acts as a simple text box rather than any kind of lookup function.  Is there anyway around this?  We can't possibly expect our users to know everyone's email address, right? That seems to make the CC field almost useless from an end user standpoint... Please let me know if I'm missing something!

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  • Brett - Community Manager
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    Hey Alex,

    I double-checked and it looks like this is expected behavior at this time. The user will need to manually type the email address before they can be CC'd to the ticket.

    I'll be sure to pass this feedback along to the appropriate team so they're aware.

    Appreciate you bringing this to our attention!

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  • Eric Engelman
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    So when you leave an internal note and "@tag" an agent, they're added as a follower AND as a CC. Is there any way to make it so they're only added as followers? 

     

    From what I see, when you "@tag" a Light Agent, they're only added as a Follower. It makes no sense that agents are added as CC and Follower when Light Agents are only Followers. 

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  • Brett - Community Manager
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    Hey Eric,

    I did some testing on my end and it doesn't look like there's a way to set it up so agents are only added as followers on a ticket when @mentioned. I'll be sure to pass this feedback along to the appropriate team so they're aware of this need.

    It's also worth mentioning that you can disable the Automatically make an agent CC a follower option under Admin<Settings>Tickets so they're only added as a CC and not both.

    Appreciate you bringing this to our attention!

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  • Eric Engelman
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    Thanks Brett!

     

    I appreciate the extra mention, but we're trying to not expose the direct emails to our users so they continue to use the Support Email address in the future instead of reaching out to someone directly. 

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  • Brett - Community Manager
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    Thanks for the additional information Eric :)

    I'll pass this use-case along to our Product Managers.

    Thanks again!

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  • Samuel Mosher
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    Hi Brett!


    I agree with others about the following:

    • Using Followers/CC's, you should be able to add a CC without having to create an entire user account
    • Outbound emails should mask agent CCs (add as BCC or send other email) to limit out-of-band comms directly with agents
    • There should be an ability to convert a "flagged" ticket comment to a public comment

    We run into situations specifically with that last point as a user in our org may have a different user ID provided by SSO than the email address they choose to reply to our emails with. As such, there are a multitude of flagged comments in our system, and right now we manually have to merge users where we find this occurring. Additionally, the flagged comments are not part of the email thread going forward.

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  • Brett - Community Manager
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    Thanks for sharing Samuel! I'll pass this along :)

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  • Toa Bhaduri
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    Hi,

    I have enabled the new cc and follower settings. Now as an agent, I tried to add an external user (within the company domain) in the cc list through the interface, but ZD is not allowing me to add the name. It says "no result found" and asking me to add the user. Shouldn't the system just allow me to add an external user as CC? I don't remember adding an user explicitly everytime to use the name.

    I would like to refer to what Samuel explained in his last comment: "..you should be able to add a CC without having to create an entire user account" , I am unable to do this even though I have enabled the Followers/CC setting

    Thanks,

    Toa

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