Why can't I BCC Follow

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5 comments

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    Brian

    We use the BCC field to send a ticket to an internal colleague who is not on Zendesk and wouldn't be following up via Zendesk, the ZCC app creates a trigger every time we use this functionality which isn't useful since there will be no follow up. Is there anyway to not have the trigger created?

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    Jessie Schutz

    Hi Brian! 

    I'm not sure I understand what you mean by "creates a trigger". Can you please elaborate on that?

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    Brian

    Hi Jessie,

    Sure! If you use the ZCC, it will create a new trigger that all future correspondence on that ticket will be copied as well. If you use this functionality on a daily basis, you end up with numerous triggers if you go into setup --> triggers. They all start with "ZCC". With multiple triggers functioning and no way of quickly sorting these, it leads to a lot of unnecessary triggers that won't be used in the future.

     

     

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    Jessie Schutz

    Thanks for elaborating, Brian!

    So, what I'm understanding here is that you're using ZCC to notify someone about a ticket, but they don't need to actually respond to the ticket, and they don't need to be added to any future correspondence on the ticket.

    If I'm on the right track, I'd actually suggest using our Notify External Email Addresses. I think that this might work better for you.

    Definitely let me know if I'm misunderstanding your workflow!

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    Brian

    Hi Jessie,

    Thanks! That's basically what we ended up doing, creating a trigger off a tag that would send the email to our internal email address so that we could forward it on. It's a bit of an extra step, versus just having a spot under the CC spot. We were just hoping to be able to enter any address there.

    Brian

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