Configuring CC and follower permissions

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86 Comments

  • Stefan Jonsson

    @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

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    Thanks for sharing Samuel! I'll pass this along :)

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  • Toa Bhaduri

    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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  • Brett Bowser
    Zendesk Community Team

    Hey Toa,

    If you have CC's enabled you should be able to type their name into the CC field within the ticket to see users populate in the drop-down field. This may be a browser related issue so it may be worth testing from an Incognito window to see if that helps.

    If you continue to experience issues, could you provide a screenshot of what you see on your end?

    Thanks!

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  • Donald Cornel

    Hi,

    Is there a way that agent's public reply will still be shown on the email trail of my support email when I open it in outside Zendesk Support.

    Thanks.

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  • Andrew J
    Community Moderator

    @Donald, a public agent reply will show on any email trail.
    A private agent reply will show on an email to an agent.
    Not sure what you mean about your support email outside zendesk, email content won't change based on how you view it.

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  • Donald Cornel

    Hi @Andrew,

    What I mean is that there are certain employees monitoring emails from this Support email as well. It is set as a group email but these certain employees from that group are not Support agents, they can only check it from their own email. 

    Their concern is that they cannot see the public reply by a Support agent from the email trail.

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  • Andrew J
    Community Moderator

    You will give much trouble to yourself if your support email is also used outside Zendesk. Sounds like they are using an email that is not a zendesk support email, not an agent email, and therefore not able to see agent comments. Perhaps just cc an agent email, and have this forward to the group email via an email rule.

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  • Donald Cornel

    I see that. 

    But actually I have setup a workaround instead using the Extensions > Email targets.

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  • Andrew J
    Community Moderator

    The targets still respect agent or user content. We've used them extensively in the past. Try using an agent email, you can just add an email address to an agent account, which might help ;)

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  • Serena Jones

    Is there a way I can exclude certain agents from receiving CCs for New Tickets while keeping others on the CC list? For example- our internal tech team does not need to be alerted to every ticket we receive. However, I want to keep them as an Admin to assist us and address issues that may arise. 

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  • Gail L
    Zendesk Community Team

    Hi Serena,

    There isn't going to be a good way to prevent the notification based on CC's (you'd need to have users not CC that team when it's not needed). As an alternative you could have the trigger that notifies your team about new tickets set up to only notify your support group instead of all agents and see if that helped reduce the amount of email the internal team was getting.

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  • Jimmy Rufo

    Does anyone know how to re-order the CC field, so it can show up towards the bottom of the end user form?  It seems I can't manipulate this in ticket form settings.  I have a form where the subject/description is intentionally down the bottom, and the CC field is stuck near the top, where it looks odd.  Please advise.

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  • Samuel Mosher

    Jimmy Rufo You should be able to add this to your script.js file so that the CC field appears below the Description field (or modified to whichever field you want it to appear below):

    $(document).ready(function() { 
    $('.form-field.request_cc_emails').insertAfter('.form-field.request_description');
    });
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  • Jimmy Rufo

    Hi Samuel Mosher,

     

    Thanks for the feedback.  Is this under the assumption that there is only one default form?  How would this apply if you're stipulating it for a custom form only?

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  • Kristian Blackburn

    The way I use Zendesk, it is not uncommon for the end user to forward my email to a colleague and for them to respond. These then show as flagged comments. Is there a way that functionality can be added to allow a flagged comment to become a public comment (either by default or a by clicking a button on the flagged comment) - when you then add the new person as a CC or the end user, the ticket is missing their comments and the flow does not work.

    I am sure that this would have worked before this new functionality was added!

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  • Chris Taylor

    I just want to add some weight to haveing Zendesk not creating users for each CC.

    We're B2B and we sell our SLA policy with a certain number of seats which we manually control, it looks like if a client adds a CC to a ticket then these are being added as helpdesk users and circumventing our controls.

    It would be great if a CC could be just a CC..

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  • Eric Goldman

    We have the same setup and use case as Chris Taylor above. We provide support and provide for a specific number of seats but have customers who want to CC team members. Would like to not have to set up as users, we have to do a lot of clean up if we do.

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