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9 Comments

  • Liek Xi Bong
    Comment actions Permalink

    I have a few suggestions and questions:

    1. Why CC section is not included in the side conversation to make it functions like a normal email? Taking the example above, what if Victoria would like to communicate with someone in the Finance Department but would also like to keep others in the loop just for the side conversation (meaning has no access to the ticket but only side conversation)?
    2. As Internal note was originally meant for internal communication where light agent is able to view it, is the "CCs and followers" feature available for internal note (to communicate with light agent with "To" and "CC") as well instead of the original CCs or @ mention function?
    3. As for "CCs and followers" and "Side Conversation" features, can the light agent be included in the "To" and "CC" section?

     

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  • Thomas D'Hoe
    Comment actions Permalink

    Double "but" in this text: 

    Available for agents, admins, or end users. Anyone you include as a CC in the ticket must have a Support profile, but but there are no restrictions if you add someone as a CC in an email client.

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  • Lisa Kelly
    Comment actions Permalink

    Thank you, Thomas! The link and redundant text are fixed. You may need to refresh your browser to see the change. 

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  • Thomas D'Hoe
    Comment actions Permalink

    Hi,

    In you example is this correct? :

     

    • Because Victoria added them as a CC, Ken’s web hosting vendor, Service, Inc., receives an email that includes the reply Victoria sent to Ken with a link to pick up the certificate. They do not see the original ticket request, Victoria’s side conversation with Finance or Venkat’s internal note.

     

    I think, if you use placeholder {{ticket.comments_formatted}} the CC can see all public comments on the ticket.

    Correct me if I'm wrong. Thanks!

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Thomas,

    You are correct and if this placeholder is used, any public comment posted on the ticket would be available to the user that has been CC'd to the ticket.

    I reach out to the appropriate team to get this updated.

    Cheers!

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  • Lisa Kelly
    Comment actions Permalink

    Fixed. Thanks for catching this, Thomas!

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  • Mia Jonson
    Comment actions Permalink

    Hi!

    Is it possible to see all tickets you are a follower on? As an agent or light agent with access to support.

    Lets say you are a follower in 10 tickets, you will have an email notice when something happens but if you just want to have an overview of all tickets you follow in support, is it possible?

    Can you create a view for that?

    // Mia

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  • Thomas D'Hoe
    Comment actions Permalink

    Hi Mia,

    Thanks for your question & yeah, that's possible.

    1. When you are in Zendesk Support, just go to your profile in the right corner & select "View profile".



    2. Now change the dropdown under the ticket tab to followed tickets and you will get an overview of the tickets you are following.

    Hope that helps.

    Thomas

    1

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