Manually updating business rules for CCs and followers

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6 Comments

  • Damien Messe

    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

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  • Andrew Loggins

    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?

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  • Lila Kingsley

    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.

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  • Devan - Community Manager
    Zendesk Community Team

    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.

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  • Erika Camille Sundian
    Zendesk Community Team

    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.

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  • Brett Bowser
    Zendesk Community Team

    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.

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