Copying (CC) or @mentioning someone else on a ticket

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43 Comments

  • Maurits Vos

    Hello,

     

    I've noticed that mentioning an agent on a ticket now displays the agent's full name by default, where it only showed his/her first name before. Is it possible to change this back?

     

    We usually don't address our colleagues in that way ;-)

    1
  • WalterS

    Maurits - came to find an answer for this as well. Ours just changed automatically, and would love to change it back.

    0
  • Graeme Carmichael

    Maurits and WalterS

    I do not have any inside knowledge behind the thinking of the change to the @mentions feature. But from memory, there was an issue for agents with double barrelled forenames such as 'Ann-Marie' where the @mentioned name would be limited to 'Ann' which is clearly not correct.

    Then there will be accounts with agents with the same forename. Placing the full agent name helps distinguish agents rather than just relying on part of their name.

    0
  • WalterS

    Makes sense Graeme - but any word of an option to change it back?

    0
  • Graeme Carmichael

    WalterS

    Sorry, but I do not work for Zendesk and so cannot say if there are any plans to further change this feature. 

    I am sure you are aware, the best place to give feedback is through the community pages. Hopefully, others can then contribute for a full picture of the issues users are having.

    I hope that this change does not cause you too much trouble.

    0
  • Andrew Mills

    @WalterS - I thought I'd try adding an Alias to see if that worked... but it didnt... however what about changing the agent name to the short version... and making the Alias the full version?

    0
  • Graeme Carmichael

    That is a really good idea... but just remember that the alias is the version the customer sees. 

    0
  • Gareth

    Hi, is there anyway I can CC in end users using a trigger or an automation if someone out of a common group of people who log tickets about this one issue can also be included?

    Example, Steve will log a ticket about an issue, I know emma, chris and possibly tina may also submit a ticket for the same thing. So what id like is an automated response saying its going to be checked out and then automatically CC in the other guys so they know its going to be dealt with, thus reduces tickets about the same thing - hope that makes sense. Thanks

    0
  • Diogo Maciel

    Hi Gareth!

     

    You Can only directly CC agents and admins. However you can create a target with that third party's email and add that target as an action on the trigger you are creating. More information in the article below

    https://support.zendesk.com/hc/en-us/articles/203660866-Notifying-External-Email-Addresses

     

    I hope this helps!

    0
  • Arlene Washington

    Is there a way to set up a template so that a list of company employees are automatically cc'd on new cases?

     

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  • Andrew Mills

    Hello Arlene, there are a couple of ways to do this. 

    1. You could create a trigger/target that fires on every ticket update for that company and sends the comment to the group.  This would not show as CCs on the ticket.  Replies would not be valid comments. Existing or manually added CCs would remain and work as normal.
    2. Alternatively, you could create a target that adds those people as CCs on the ticket - this will probably remove any existing CCs if present.

    Choose your weapon :)

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  • Janiece Caldwell

    Can you add a trigger to add an end user (not an agent) as a CC to a ticket that is marked as urgent and High?

    I can see the ability to add current user and agent, but the issue is I want to add someone that is not an agent and does not need to have agent access.

    0
  • Jessie Schutz

    Hi Janiece!

    It's not possible to add a CC using Triggers, but you can achieve a similar results by setting up an email target that will send a notification to the individual you want to loop in. You can find out more about that here. Hope that helps!

    0

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