Why can't I BCC?

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13 Comments

  • 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
    Zendesk team member

    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
    Zendesk team member

    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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  • Gustavo Vieira

    Hi Jessie and Claire, 

    Is this app only for "Admins" to add BCC?

    Is there a way to make it available for Agents and other roles? Currently it's not working in my instance. 

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  • Nicole Saunders
    Zendesk Community Team

    Hey Gustavo - 

    First off, welcome to the Zendesk Community!

    It does look like this app only allows admins to add bcc. I do not believe there is a way to make it available for other roles, short of doing further development on the app. 

    However, can you tell us more about what you're trying to do? We might be able to offer up some other solutions for you if we understand the use case. 

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  • Steve W

    Bumping up.....BCC would be extremely useful for internal purposes. 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Steve W,

    We appreciate the feedback. I would recommend posting your thoughts on our Support Product Feedback forum. This is where our developers look for user requests for future updates and would allow for others to share their uses cases in relation to yours. 

    Best regards. 

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  • Elisabeth Knyt

    Hi Guys,

    we need bcc field to add Trust Pilot link to invite our customer to leave reviews on our company. Only with bcc automate invitation will be sent by Trust Pilot. It is crucial for our company. Please implement this functionality asap.

    Best,

     

    Elisabeth

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  • Mariusz Winiarczyk

    Zendesk - it would be appreciated if you would start taking notice of the comments people leave here. The BCC field for triggers was requested the first time like 3+ years ago. Is it so difficult to do?

    Not to mention - a chat trigger which closes the chat conversation - requested hundreds of times without any result. Again 3+ years if not more.

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  • Daniel Renwick

    Agreed. Bumping up.

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  • Nicole Saunders
    Zendesk Community Team

    Hi all, 

    Just a reminder that the Product Feedback Topics in the community are where our product managers follow and respond to suggestions for improvements and feature requests. 

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