Migrating to CCs and followers

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33 Comments

  • Chris Malarky

    Hi Dana Barr, I can tell you that the CC Blacklist bug we found when we made the switch has been fixed.

    I'm still not sure I would make the switch again, given the choice - we still seem to end up with agents in the CC list, even when they are already following (I *think* that happens when customers re-add their account reps on CC as they think they are missing - not sure there's much we can do about that though).

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  • Dana Barr

    Thanks, Chris Malarky. What I see as the only possible benefit is that the agents will see exactly who they are cc'ing on the email.  Is that correct in my assumption? Are there any other benefits?  What are the negatives?

    I would appreciate any feedback.

    Thank you! 

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  • CJ Johnson

    Yikes!
    Doesn't this suggestion:
    Literally end up breaking all those notifications, because of this issue? https://support.zendesk.com/hc/en-us/articles/360056731174

    Why would this be the recommended change when it would cause all those triggers to stop sending email notifications in a bunch of contexts? 

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