Using CCs, followers, and @mentions

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24 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

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  • 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?

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  • 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?!

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  • 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?

    2
  • 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!

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  • Amber Bowden

    In the documentation, it says that for an @mention "The agent mentioned is automatically CC'd on the ticket". I'm testing the new CCs feature our Sandbox right now and the @mention is adding the agent as a Follower. Adding as a Follower is definitely preferred, but would you be able to confirm which behavior is correct?

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  • Conza


    Ok, so this makes sense to a degree. *Even though the ticket was created by a light agent.

    The problem is: when the stores (light agents) email in (Requester) their ticket is automatically private/internal. [Which is fine, we prefer this and this is how it previously worked]

    BUT when our agents respond PUBLICLY, so that the store can see the response/notes to their enquiry... the ORIGINAL COMMENT the store sent in—which started the ticket ISN'T VISIBLE in the email/communication that get sent to them!

    The store (light agent) has no idea what we're referring to. How can we fix/resolve this?!

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  • Brett - Community Manager

    Hey Conza,

    Just to confirm, the original private comment is not being sent back to the (light-agent)? I assume the trigger is firing correctly and sending out the notification at least correct?

    I'd double check your placeholders within the trigger and make sure you're using the ticket.comments_formatted placeholder and not the ticket.latest_comment placeholder.

    Let me know if I'm misunderstanding the issue here as I'd be happy to assist further.

    Thanks!

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  • Conza

    Hi Brett,

    Confirming that the original private comment is not being sent back to the light-agent. 

    The trigger is not firing correctly.. because they apparently can't see it? 

    The place holders are correct regarding ticket.comments_formatted

    See ticket #4588056 you started earlier on for further. 


    The issue re-stated:

    Light agents as requester (the stores emailing in). Their comments are private/internal by default. We used to be able to respond to these, internally/privately, and they would see ALL of the prior exchange/notes, and get an email notification.

    The issue AFTER the CC FOLLOWERS CHANGE is that the stores email in to online support, as requester - AND if we respond internally/PRIVATELY it does NOT send / email notification to the STORE (light agent), even though they should be able to see it.

    Ok... fine... but even if we respond PUBLICLY to the light agent / store as (REQUESTER), they CANNOT see their first email that started the ticket (which was private), they only see our public response - but it is completely devoid of context... and they have no idea of what we're talking about.

    How to solve?

    * Re-adding the Requester (light agent) as a FOLLOWER when they are also the REQUESTER allows for the entire previous internal ticket info (e.g. their first ticket in) to be seen... but the waste of time for us having to manually add in the REQUESTER as a FOLLOWER is huge.

    When agents forget to do this, the stores get emails without any context. Absolute disaster.

    I am unsure if there is a TRIGGER which is firing, or isn't firing - which could solve this. OR if the CC FOLLOWER CHANGE has basically made it impossible to do what we want.

    Cheers, and apologies for the caps emphasis in places.

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  • Brett - Community Manager

    Hey Conza,

    It looks like you have a ticket open with one of our Customer Advocates regarding this issue. Appreciate you bringing this concern to our attention and we will continue working with you on the ticket :) 

    Cheers!

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  • Ian Field

    We have the exact same issue-  Light agents are not receiving email notifications from private notes if they are the requester/CC on a ticket  We've had to roll this back to restore this functionality.

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  • Conza

    Yep. Disastrous. If everyone else with the same issue could pipe up, may help matters. 

    We didn't roll back; probably should have! 

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  • Patrizia Eberhart

    Hi,

    one huge downside of the light agents becoming followers is that, they can no longer find these tickets in Guide under "my activities" in the section "tickets I am on cc". Is it planned to have a new view like "tickets I am following"?

     

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  • Kevin

    Is it possible to add end-users as followers so they can see internal notes? I ask because our company only has 32 agents and some employees outside of that number are cc'ed but cannot see internal notes

    Also, from reading parts of this page it seems that followers are sort of akin to the "bcc" feature of emails. Would you agree with that?

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  • Brett - Community Manager

    @Patrizia nothing on the roadmap currently but I've passed your feedback along to the appropriate team for review :) In the meantime, your agents can tag tickets they are following and create a view that displays those tickets based on tags. I realize this is not an ideal solution but I just wanted to provide you with a possible alternative solution for now.

    @Kevin, only light-agents and regular agents will be able to see internal notes on a ticket. If you want to have a separate conversation with other end-users within a ticket, you may want to look into the Side-Conversations feature which I've linked for you. You're also correct and the Followers feature is fairly similar to BCC. These users will not show up for CC'd end-users within a ticket.

    Let me know if you have any questions :) 

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