Fastpath: Admin > Settings > Tickets > CCs and Followers
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.
This is a complete list of documentation about CCs and followers.
Documentation
Configuring CCs and followers
Using CCs and followers
Migrating to CCs and followers
If you aren't sure whether you have migrated your account, click the Admin icon (
) and then select Settings > Tickets. If you see the Set up CCs and followers button, you haven't migrated yet.
17 Comments
If our account is from before May 2019 and we don't migrate, will it happen automatically at some point or could we just continue to use CCs the way they are indefinitely?
Hi @Dylan - the legacy CC feature will be end of life eventually (no date yet) so at some point you will need to migrate to the new feature.
What are CCs and Followers?
@Lee-on - you now more seamlessly and confidently communicate with others on a ticket with email CCs, and other agents can follow what’s going on privately with our new followers functionality.
Hi all
With this new update to CCs and followers, will it also include a basic forwarding function to non-Support user?
Best
Krzysztof
We would like to activate the cc and followers but don't see the new options. Can we get it added to our account now?
Hi
Same question as above, when we can start using it?
Best
Krzysztof
Hey everyone!
The new CCs and followers feature has now been released across all accounts. Check out our migrating to CCs and followers article for more information on enabling this functionality.
Cheers!
Hi,
Does this new option allow email notification to be flagged for "followers"
when a note is also written in internal note?
Hello Tzafrir Koznitz,
Yes, it does indeed! The following article goes into more detail on how this works. Let us. know. if. there is anything else we can clarify for you.
Best regards.
when i changed it to the new solution, is it reversible?
With no effect?
Hi Tzafrir -
If you opted in to ccs and followers prior to it's GA date, you can reverse it. You would need to manually undo the business rules, but it can be done.
If you are on an account that went live after the GA date (November 2019) then it's just part of the system and there's not a disable option.
The new CCs and followers feature is basically unacceptable in our business. We use it for internal IT support, so while I appreciate transparency and privacy protections for end users we do not have that need. Our users hitting "reply" in their email client is marking their responses as private and it's a big issue.
We reverted but we hope that we will not be forced to use the CC and followers features as-is. If that's the case we may need to find another solution that is not Zendesk.
hi...thanks for lets uses I am not sure what is good
Hi
I may be wrong but it seems that BCCs are still not allowed...
When the feature will be available??
Hello Helene Charvet,
At this time, we have no new announcements on this feature update at this time. I will pass your feedback on to our product team, but I would recommend posting in our Support Product Feedback forum.
Best regards.
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