Using CCs, followers, and @mentions

Return to top
Have more questions? Submit a request

52 Comments

  • Bill Cicchetti

    Another quick question..For those who dont currently have this option activated will it be required to move to this instead of the current CC functionality?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Bill,

    Eventually, all accounts will be migrated over to the new functionality. There's no set date currently but there will be communications once that decision has been made.

    Cheers!

    0
  • Tsvetan Marinov

    Brett Bowser about your comment:

    When viewing the ticket you should see the To: and CC: fields within the comment box. Screenshot below:

    I guess that you guys already spotted the bug with the UI for the CCs when there are more people and when you expand the list, only the first row is visible:

    There is no scroll, neither you can navigate through the rest of the CCed people.

    The only workaround is when you click on a single person and hit ctrl+c(for copy) then it displays the whole list. Hoping this will be fixed soon.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Tsvetan,

    Appreciate you sharing this with us!

    I'm going to bring this into a ticket so our Customer Advocacy team can dig into this further with you.

    Cheers!

    0
  • Bryant Vasquez

    To echo this previous comment: 

    "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?

    This increases our workflow quite a bit as we often need to add other stakeholders into tickets for approval, evaluation, etc. None of these people will be Agents in our space so we essentially have to create an end-user account for them every time. This seems like a big step backwards in CC functionality

    1
  • Rob Devuijst

    Hi, with the CC's and followers feature is it possible for a customer when creating a ticket in the Zendesk portal to add CC's or can a customer only add cc's when they send an email.  

    0
  • Gil

    2 things that we spotted after enabling this feature:

    1. When you mention someone in an internal note, Zendesk will add that person to the CC list rather than to the followers' list - a dealbreaker for us as it means that the end users are exposed to the followers being mentioned in a ticket. As much as I understand from ZD support, this is a bug but there's no ETA for a fix yet.
    2. In the scenario where a user responds to some of the recipients rather than all, the message's color is yellow (like internal comments) - making it hard to understand why it's yellow.

      It's also quite difficult to understand to whom the message is directed to or how to answer on that mini-thread - I'm personally in favor of adding a small reply button to these messages so I won't have to compare the CC lists. Another nice feature would be to show the relationship between the messages. Outlook once solved this confusion in their conversation view - adding a visual line between the dots that represent a mini thread

    1
  • Conza

    Re: "When you mention someone in an internal note, Zendesk will add that person to the CC list rather than to the followers' list - a dealbreaker for us as it means that the end users are exposed to the followers being mentioned in a ticket. As much as I understand from ZD support, this is a bug but there's no ETA for a fix yet."


    Interesting... I thought this changed recently, and I hadn't changed any settings. Not cool. Hoping for fix soon. Have had to instruct team. Good to know its a bug, and not a feature.

    0
  • Lila Kingsley

    Hey Zendesk, the link for the "Best practices for using email clients with CCs and followers" article in this section of this article is actually a repeated link to "Understanding when email replies become public or private comments" and not the "Best practices..." article.

    0
  • Ariel Kenneth Ampol

    Hi there!

    According to the article:

    To CC a user from ticket notifications

    1. From your email client, open the ticket notification.
    2. Open the CC line, per your email provider’s instructions.
    3. Add the name of the user you want to copy. Repeat as necessary.
    4. Add your comment and send the email. Copied users will receive an email notification, and will be included in subsequent replies, until they are removed from the CC line.

    So I understand that if a user replies to the ticket via email and adds in the CC an email address of a registered user, that user will become a ticket CC.

    One of my customers reported that such isn't the case and I've confirmed this with some tests myself. Is this still supported or a bug to be fixed? Thanks!

    0
  • Lila Kingsley

    We're planning to migrate to follower functionality, but are wondering if there a way to disable the @mention functionality?  I see that it's not available if you use markdown instead of rich text formatting, but, am wondering if there is any other way--I'm not sure we'd be able to do that switch.

    0
  • YU-CHENG LI

    Hi ZD community,

    I'd like to ask you a question regarding what the different between CC field location of Enterprise(Above) and Pro(below) Plan?

     

    Thanks in advance!
    By Kyle

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Kyle,

    It looks like one account is using the new CC's and Followers functionality which is why you see the difference. For accounts that have this enabled, the CC field shows next to the comment box and the follower field shows up where the CC field previously was.

    Let me know if that doesn't make sense!

    0
  • Craig Bailey

    We're seeing inconsistent addition of @mentions to the follower's list.

    We have CCs enabled

    We have Followers enabled

    We have Automatically make an agent CC a follower enabled.

    But, about 50-60% of the time the mentioned agent in an Internal Note does *not* get added to either the CC or Followers field and they miss the notification. Looking at the events, an email to the agent was never sent.

    Something seems "broken" at least according to what the documentation implies.

    0
  • Ian Morgan

    I use the @mentions to add a follower but recently noticed it doesn't automatically add the user to follower. This could be due to the way I have started to use it recently but I wanted to confirm this.

    eg. I want to @mention Joe Bloggs in an internal comment. I type "Hi @Joe "   and select his email address from the list which provides the link (turns blue). However I prefer to be less formal with my colleagues so when the link "Joe Bloggs" appears I backspace to remove "Bloggs". "Joe" still remains in blue so I have assumed the link is still there. However he is not added as a follower so I am wondering whether my modification actually removes the link even though it stays blue? Or is there another issue? Rich text formatting is on.

    Thank you.

    0
  • Oscar Maynard

    Hi, is it possible to set up a trigger to notify a staff member they have been added as a follower?

    For example, we have a light agent we'd like to add as a follower to add internal comments when we need support. However, they don't work within Zendesk, so they would need an email notification when added as a follower?

    0
  • PJ Sto. Domingo
    Zendesk team member

    Hi, Oscar! There is currently no available action in Triggers that we can use to notify agents that they have been added as a follower. The agents will only get an email once the ticket has been updated by either the requester or the assignee. Please let us know if you have any clarifications. Thanks!

    PJ Sto. Domingo | Senior Customer Advocate

    0
  • Brian McGinley

    Can you @ mention a group?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Brian McGinley,

    The ability to @ mention a group is currently not possible in Support. I would suggest sharing your use case with our developers in our product feedback forums so they can consider adding this feature in future updates.

    Best regards.

    1
  • Chad Susa

    Is there a way to stop followers from receiving email notifications?

    In the use case where agents (followers) action all their tickets in Zendesk but don't want their email to be 'spammed' with follower email notifications.

    Is this possible?

    0
  • Ronnie Zhou

    It seems the admin has to choose between the markdown editor and this which enables mentions.

    It would be nice if this is configurable at the user level, since markdown is still preferred by some. 

    0
  • Nate

    We have not "upgraded" to this new feature, but this week all our cc agent addresses are going out to all our clients, exposing our internal email addresses to them. This invariably means clients start emailing individual agents because their email and name is now in their email system. There is *no* way to delete an email or name from Gmail once it's added, even if you remove the contact the autocomplete is still there. Zendesk has now changed this functionality of CCs to put the private email address of *every* agent we have in the group publicly cc'd on every ticket we have. This is atrocious. Please do not automatically CC agents when a ticket is assigned to their group, and bring back the setting to not display cc'd parties in the CC field of the email (instead they should be able to be listed as CC'd in the email template, if desired).

    We have now lost a bunch of tickets because users now have *every agent in the company's personal email address* in their Gmail contact list, without our consent.

    Finally, please do *not* automatically add CCs to a ticket just because there is a trigger that emails an agent or a group of agents about a ticket. If we wanted to add a CC to a ticket in a trigger, we would do that explicitly in the trigger. This recent change is what has caused *all* our agents to be CCed on *every* ticket in their group, because we send out notification triggers for each ticket (but do *not* add them to the ticket's CCs, on purpose, but Zendesk is adding them, apparently because of this notification trigger).

     

    You might say "well just switch to the new CCs and followers function", but this horribly breaks our "if requestor is not current user" trigger filter, which prevents agents from getting spammed by their own updates.

    0

Please sign in to leave a comment.

Powered by Zendesk