Rolling back CCs and followers

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8 Comments

  • Scott Nishizaki

    If we rollback, will the process to re-enable CCs and Followers be the same as the initial migration?

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  • Brett Bowser
    Zendesk Community Team

    Hey Scott,

    I confirmed with our Product Managers that if you were to rollback, you will need to go through the CC migration wizard as if it was your first time migrating over.

    Let us know if you have any other questions!

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  • Travis Campbell

    We are rolling back due to the behaviour of end user comments coming through as internal notes if they hit reply instead of reply all and they aren't the original requester (https://support.zendesk.com/hc/en-us/community/posts/360034737494-New-CC-Experience-and-Internal-Notes-from-End-Users) hopefully this can be resolved before you force people to use the new CC experience.

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  • The Salvation Army

    We are rolling back as well. Is there a way to run the script that you used when we migrated to CC's and Followers to show us what Triggers, Automations and Macros will need updated?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Katrina - 

    We don't have a way to run that script in reverse; you will have to manually reset your Business Rules if you decide to roll back. 

    -1
  • CJ Johnson

    "However, the trigger’s old behavior is restored, meaning that only the requester is emailed. " 
    This is very confusing. Isn't this the NEW behavior? 
    On the article Understanding suppression of CCs email notifications it states: 
    "This article assumes that you are using the new CCs and followers experience. If you are using the old CCs experience, the information in this article does not apply to you." 

    How can I get back to the behavior where what my triggers says it does, actually happens? 

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  • Giuseppe
    Zendesk Customer Advocate

    Hi CJ,

    In this context, the new behavior refers to the action when you migrate to CC and Followers as indicated in this article - Migrating to CCs and followers

    This means:

    Old behavior/Trigger action - Trigger's action is only to notify requester, without CC

    New behavior/Trigger action - Trigger's action is to notify requester and CC

    As per the article:

    Note: If you enable the new CCs and followers experience and then rollback to the old CCs experience, any actions that used to be Email user + (requester) remain as Email user + (requester and CCs)

    This means the action in the Trigger will remain the same if you check it (i.e. Email user + requester is what you're gonna see in the Trigger settings). However, the actual action that the Trigger will do is to just email the requester, not the CC. It's recommended to rollback your business rules by following the steps in Rolling back business rules section of this article to avoid confusion.

     

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  • CJ Johnson

    How do you rollback so that you actually can send an email notification to both the requester and CC's on a ticket though? The trigger in question was set up long before the follower experience with "Email Requesters and CC's", I'm just trying to get back to a point where that can happen. It doesn't with the new experience, and the instructions on how to roll back, keep saying to "remove CC's from the email notifications" which is not what I want to do at all. I want an email notification to go out to the requester and CC, if the CC'd user replies (which leaves an internal note). It seems like this isn't possible with *either* set of configurations now? 

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