CCs and followers resources

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14 Comments

  • Dylan Douglas
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    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?

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  • Kristal Lam
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    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. 

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  • Lee-on
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    What are CCs and Followers?

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  • Kristal Lam
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    @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.

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  • Krzysztof Klimek
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    Hi all

    With this new update to CCs and followers, will it also include a basic forwarding function to non-Support user?

    Best
    Krzysztof

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  • The Hivery Administrator
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    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?

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  • Krzysztof Klimek
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    Hi 

    Same question as above, when we can start using it?

    Best
    Krzysztof

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  • Brett - Community Manager
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    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!

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  • Tzafrir Koznitz
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    Hi,

    Does this new option allow email notification to be flagged for "followers"

    when a note is also written in internal note?

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  • Devan
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    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. 

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  • Tzafrir Koznitz
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    when i changed it to the new solution, is it reversible?

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  • Tzafrir Koznitz
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    With no effect?

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  • Nicole - Community Manager
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    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. 

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  • Bryan Meche
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    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. 

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