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.
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.
- Start the migration wizard by navigating to Settings > Tickets > CCs.
- Click Set up CCs and Followers.
- 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
- In the sidebar, click the Admin icon (
), then select Business Rules > Triggers.
- 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)
- Review the Email body text to make sure it still makes sense for the types of users who will receive the message.
- Save your changes.
Create a trigger that allows agents to receive “request received” email notifications
If needed, you can create a trigger that notifies the requester and agents (including light agents) that a request has been received and has become a ticket.
- Create a new trigger, or update an existing trigger, and title it as Notify agent of internal note request received.
- Under When ALL of these conditions are met, add these actions:
-
Ticket | Is | Created: An end user or agent submits a request, which has created a new ticket.
-
Status | Is not | Solved: When created, the new ticket has one of the following statuses applied to it: New, Open, Pending, or On-hold.
-
Comment | Is | Private: Use this condition because comments about “request received” are private comments (internal notes)
-
Current user | Is | (agent): The user that last updated the ticket is anyone who is a registered user, but not an agent or an administrator.
-
- Add this action:
-
Email user | (requester): The email defined in this action is sent to the end user or agent listed as the ticket's requester and anyone who is copied on the ticket. The requester is most-commonly the person who submitted the ticket; however, an agent can submit a ticket request on behalf of another user, in which case that user is listed as the requester.
-
- Save your changes.
Manually update automations
Update your automations as described in the affected rules list.
- In the sidebar, click the Admin icon (
), then select Manage > Macros.
- 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)
- Review the Email body text to make sure it still makes sense for the types of users who will receive the message.
- Save your changes.
Manually update macros
Update your macros.
- In the sidebar, click the Admin icon (
), then select Manage > Macros.
- For each macro, make sure the action is appropriate for the current macro.
- 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:
- In the sidebar, click the Admin icon (
), then select Settings > Tickets.
- In the CCs and Followers section, set up a new Follower email template.
11 Comments
What is supposed to replace the "Requester - is not - (current user)" command? We currently utilize this in some triggers, to avoid agents getting some notifications when they submit a ticket regarding something that we don't want the end-user seeing. How do I mimic this in the new set-up? Just deal with the extra notifications?
Hello Andrew,
So you should be to continue to run "Requester - is not - (current user)" without running into any issues. Have you tried this and hit any errors on your else and if so could you please let us know the details so we can troubleshoot this for you.
If I am planning to use followers ONLY without cc capabilities do I need to make changes to the email user action? i.e. the article states you need to make this change
FROM: Email user: (requester)
TO: Email user: (requester and CC)
But it seems weird to add in cc to the criteria if we're planning to disable cc.
Hey Lila,
If you disable CC's under Admin>Settings>Tickets then best practice would be to update your existing notify triggers to only notify the requester of the ticket instead of requester and CC. As for notifying the follower, this is done automatically so no changes need to be made to your triggers there.
Hello,
The feature looks nice but I'm worried about the CC being publicly visible by end user.
We don't want our customer to potentially see and internal email address.
Is there any way to prevent this, like a kind of Bcc ?
Thanks
Hey Damien,
At the moment, Zendesk does not provide a traditional BCC functionality - this is elaborated on in more detail in this article Why can't I BCC? If you need to notify a particular email address that is an end-user, you could potentially consider setting up a Trigger that notifies an external email address, the process for which is touched on in more detail here Notifying External Email Addresses.
fyi, your link to topic_gt4_wqd_thb is failing
Thanks for the heads up! It's fixed:
https://support.zendesk.com/hc/en-us/articles/203661606#topic_gt4_wqd_thb
What is the reasoning for needing to remove the "requester is not current user" condition for triggers?
And what are the consequences of keeping this condition when using the CC & Followers experience?
Hi Jacob,
The "Requester is not current user" condition is meant to stop the requester from seeing their own email updates. However, with the action changing to email a group of users and not just the requester it makes sense to remove this condition so that everyone has a chance to see the email update.
For instance, if you had two users CC'd, it wouldn't make sense that if the requester made a comment that the CC'd users would not get the notification.
Please let me know if that doesn't make sense!
Thanks Ben, it makes sense 👍
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