Manually updating business rules for CCs and followers

Fastpath: Tickets > Settings > CCs

This article describes the new CCs and followers experience. This experience is available to all accounts, but some accounts have the experience enabled by default and others don't.

When you migrate to CCs and followers, you have a choice to automatically or manually update some of your business rules as part of the migration. If you don’t update these business rules for your account, you may miss valuable notifications and emails. This article describes how to manually change business rules to work with the new CCs experience.

If you decided to automatically update your business rules as part of migration to CCs and followers, you can skip this topic. For more information, see Migrating to CCs and followers.

This article contains the following sections:

• Download the affected rules
• Review affected rules
• Manually update triggers
• Manually update automations
• Manually update macros
• Manually update email templates

For a complete list of documentation about CCs and followers, see CC and followers resources.

Download the affected rules

If you haven’t done so already, use the migration wizard to download a list of affected rules for your account.

To download the affected rules:

1. Start the migration wizard by navigating to Settings > Tickets > CCs.
2. Click Set up CCs and Followers.
3. On the Effects on business rules page, Download a list of your account’s affected rules.

   

   You’ll use these rules as a guideline for manually updating the business rules in your account. The affected rules are customized for your account and includes a complete list of the changes, removals, and additions you need to make to triggers and automations.

Review affected rules

The zip file you downloaded (affected_rules_list.zip) contains these documents:

• affected_rules_list.txt: Contains the names of each trigger or automation you need to change and the URL where the trigger or automation is located. For example:

  Notify requester of received request,https://my.zendesk.com/agent/admin/triggers/8807896
  Pending notification 24 hours,https://my.zendesk.com/agent/admin/automations/8807705
  Pending notification 5 days,https://my.zendesk.com/agent/admin/automations/8807706

• Instructions_txt: Contains a list of the rules that need to be changed. For example:

  * Change Email user - (requester) to Email user - (requester and CCs).
  * * When you make this change, also remove the Requester - is not - (current user) condition if it exists.
  Important: Now that CCs and followers is activated, any "Add CC" action has changed to "Add follower" to prevent exposing agent email addresses.

With this download, you can match up the instructions with the rule that is affected. For example:

• Open Admin > Triggers > Notify requester of received request (https://my.zendesk.com/agent/admin/triggers/8807896) and remove this condition:

  

• Open Admin > Automations > Pending notification 24 hours (https://my.zendesk.com/agent/admin/automations/8807705) and change this action from (requester) to (requester and CC):

  

Manually update triggers

Update your triggers as described in the affected rules list.

1. In the sidebar, click the Admin icon (), then select Business Rules > Triggers.

   

2. For each affected trigger, change the trigger conditions and actions as described in the affected rules. For example, in Actions for a trigger, make the following changes:
   • Before: Email user: (requester)
   • After: Email user: (requester and CC)
3. Review the Email body text to make sure it still makes sense for the types of users who will receive the message.
4. Save your changes.

Manually update automations

Update your automations as described in the affected rules list.

1. In the sidebar, click the Admin icon (), then select Manage > Macros.

   

2. For each affected automation, change the business rules definitions as described in the affected rules. For example, in a Notifications action for an automation, you might make the following changes:
   • Before: Email user: (requester)
   • After: Email user: (requester and CC)
3. Review the Email body text to make sure it still makes sense for the types of users who will receive the message.
4. Save your changes.

Manually update macros

Update your macros.

1. In the sidebar, click the Admin icon (), then select Manage > Macros.

   

2. For each macro, make sure the action is appropriate for the current macro.
3. Save your changes.

Manually update email templates

When you enable followers, the CCs email template is replaced by a Follower email template. Check this template to make sure the placeholders work as expected. To update the template:

1. In the sidebar, click the Admin icon (), then select Settings > Tickets.
2. In the CCs and Followers section, set up a new Follower email template.