Creating business rules for CCs and followers

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13 Comments

  • Michael Tiernan
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    I was trying to follow this page and when I clicked on the link shown in the screensnap below, I got told that I don't have permissions to read it in 'google docs'.

    Why isn't that file hosted by zendesk?

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  • Amy Malka
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    Hi Michael—sorry about that. This is a mistake. The article that you are looking for is located at https://support.zendesk.com/hc/en-us/articles/360021312374. I've corrected the link. Thanks for pointing this out!

    1
  • Michael Tiernan
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    EXCELLENT! Thanks!

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  • Chris Cooke
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    If I wanted to make all follower comments private, by default, would there be a trigger I should set up or automation?

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  • Brett - Community Manager
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    Hi Chris,

    I did some digging around on my end and according to this article you shouldn't need to set up a separate trigger: Best practices for using email clients with CCs and followers

    Particularly the part I've copied below:

    Email notifications for followers.
    Followers receive notifications through their email client whenever the ticket is updated, but their names don’t appear in the email address. You cannot add a follower from an email client; followers must be included directly from the ticket. Followers see both public replies and internal notes in their email notifications. Any email response by a follower is recorded in the ticket as an internal note.

    Hope this helps!

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  • Arnaud Heritier
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    The main limitation is that there is no condition to test if a follower is present on a case :(

    Thus you cannot do a rule like: if X not follower AND/OR others conditions then add X as follower.

    The only solution to implement this is to add another tag and thus have a rule like : if tags doesn't contain X_is_follower AND/OR others conditions then add X as follower and tag X_is_follower.

    It's really painful because it adds a lot of noise in our tags for nothing.

    Do I miss something ?

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  • Devan
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    Hello Arnaud,

    You have not missed anything. What you are describing is not capable in the base Zendesk Support as you described above. I would recommend reaching out to our Product Feedback forums and suggesting this change so our devs can consider implementing it in a potential future update. I've gone ahead and linked this below.

    Support Product Feedback 

    Best Regards

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  • Justin
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    Is it possible to only send followers updates on certain comments? Or, a way to remove followers and then re-add them based on triggers?

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  • Sonia Radaelli
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    Is it possible to avoid notification on followers?

    We would like to use a view to manage the ticket for followers. we do not need a notification

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  • Devan
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    Hello Sonia Radaelli,

    Regarding your ask, if you are looking to avoid e-mail notifications and are an agent, then why would you want to add them as a CC or follower? You should be able to track the tickets via the view, is this not working for you on your end?

    Best regards.

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  • Sonia Radaelli
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    Hi Devan

    After checking the process flow we avoided  CC using tags on the tickets and creating a view.

    Unfortunately light agent cannot have personal views and we are thinking to buy an app to manage all the necessary views

    thanks and regards

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  • Jason Harlowe
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    We have been using the followers feature and it is working well for us. We did have one question around the business rules with followers.

    Has anyone come up with a way to remove followers from a ticket using triggers or automations?

    Use case would be an agent moves roles or changes focus and no longer needs to be a follower on certain tickets. They no longer want to get all the notifications. A second piece to that is to help prevent others from adding certain followers to tickets.

    Thanks in advance!

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  • Erika Camille Sundian
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    Hi there Jason Harlowe,

    At the moment there is no native settings with triggers or automation in order to achieve such functionality. However, I hope the workaround suggested on this feedback will help! Kindly check out Remove Follower and/or CC for ticket update per trigger/automation action

    I would recommend upvoting and cross-posting your use case in this feedback to help provide visibility to our Support Product Managers as well. 

    Thank you! :)

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