Using CCs, followers, and @mentions

Have more questions? Submit a request

42 Comments

  • Bill Cicchetti
    Comment actions Permalink

    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 - Community Manager
    Comment actions Permalink

    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
    Comment actions Permalink

    Brett - Community Manager 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 - Community Manager
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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

Please sign in to leave a comment.

Powered by Zendesk