Using CCs, followers, and @mentions

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14 Comments

  • Conza

    Just ultra checking in terms of:

    • Send private notes to a ticket conversation, by removing the requester from the notification.
    • Receive and respond to private notes in a ticket conversation, if they are explicitly included on that note.


    We have 700 or so light agents (80 or so stores). Our Online CS team engages with stores to sort out online orders. We CC stores in, who as light agents, advise internally on the ticket - updates. Sometimes we use side-conversations. 

    We've kept it as simple as possible - they just continue to use email, and don't login etc. to Zendesk. All their responses are to be private, internal comments - given they are light agents.

    The biggest risk is - them replying publicly to a customer, when they think they're replying privately. 

    New Risks?

    1. What are the new risks with this change over? What should I be recommending my team do? 

    2. Any time the online CS team CC the store in (light agent), the customer can see that they've been CC'd? And then email them directly afterwards? The customer won't see their responses, yes? 

    3. What happens when you CC someone onto a ticket, without any updated - message? It triggers emailing them? Or not?

    Cheers

    1
  • Todd Meyer

    I'm unclear - if an Agent is both a CC and a Follower on a ticket, is their email address exposed? We do not want agents added as CC's if they are mentioned in a private note, but it doesn't appear there is any way to prevent this. They should be added as a follower if mentioned in a private note so their email isn't exposed.

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  • Brett - Community Manager

    @Conza,

    1. If a light-agent is replying to the email then their response would still be applied as an internal note. This is set up through their role permissions.

    2. CC's users can be seen by other users who are following or CC'd to the ticket. If they email separately afterwards outside of Zendesk then that should not get appended to the ticket. If the light-agent is replying to the email sent from Zendesk that would be applied as an internal note. The customer will not see the response.

    3. That would depend on the trigger conditions. If the trigger is set up to look for a public or private comment then the notification would not be sent.

     

    @Todd the only way the agents email would not be exposed is if they are a follower of the ticket. CC'd users will be exposed in the ticket header, Followers will remain invisible from everyone.

    Let me know if you have any other questions!

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  • Todd Meyer

    @Brett thanks for confirming.  For what it's worth, it seems unintuitive that @mentioning an agent in a private comment would add an agent as a CC instead of a follower.  Can you or someone from the product team help us understand the logic here?

    1
  • Conza

    Question - if a light agent is the requester, and an agent makes an internal note - will this be sent to the requester (light agent)? 

    Or does it need to be public comment now? 

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  • Brett - Community Manager

    @Conza the light agent should receive an email notification assuming your trigger is using the Comment > is > Present, and requester can see comment

    @Todd I'm not sure how this decision was made but we have reached out to see if we can get some additional information.

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  • Conza

    It has been, yes. I can't see any trigger notifications in the events though - firing :\ 

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  • Brett - Community Manager

    @Conza I'm going to generate a ticket on your behalf so I can look into this with you. You'll receive a follow-up email shortly from me.

    1
  • Dan Derks

    Hi all,

    Since enabling the new CC features, my team's @ mentions have stopped working. We're still on Rich Content. Anticipated? Anything I can do?

    update: FIXED as of EOD 6/13

    1
  • Robin de Hen

    We're having the same issue as Dan Derk, but without enabling the new CC features. Also with enabling it, it doesn't work anymore. This @mention feature is a very critical functionality in our company. Could you please check this as soon as possible?!

    1
  • Darren Taylor

    "You can only copy (CC) users that have a user profile in your Support account."

    Why though? This just adds additional work for our agents. They have to create a user profile each time just to CC someone in. Also upon creating an account, the user will receive an email to create an account/password on Zendesk.

    Can't we just simply add an email address without all these extra requirements!? Or at the very least stop the automated email that's sent out upon profile creation for CC's only?

    1
  • Nicole - Community Manager

    Hi Dan and Robin,

    There was an issue with this functionality that affected several accounts this week. A fix has now been rolled out, can you confirm for us whether this is now working or if you're still having issues?

    1
  • Dan Derks

    Hi Nicole,

    Fixed as of EOD yesterday, thank you so much for the follow-up!

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  • Nicole - Community Manager

    You're welcome. Glad to hear it's working!

    0

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