Creating business rules for CCs and followers

Return to top
Have more questions? Submit a request


  • Michael Tiernan

    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?

  • Amy Malka
    Zendesk Documentation Team

    Hi Michael—sorry about that. This is a mistake. The article that you are looking for is located at I've corrected the link. Thanks for pointing this out!

  • Michael Tiernan

    EXCELLENT! Thanks!

  • Chris Cooke

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

  • Brett Bowser
    Zendesk Community Team

    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!

  • Arnaud Heritier

    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 ?

  • Devan - Community Manager
    Zendesk Community Team

    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

  • Justin

    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?

  • Sonia Radaelli

    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

  • Devan - Community Manager
    Zendesk Community Team

    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.

  • Sonia Radaelli

    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

  • Jason Harlowe

    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!

  • Erika Camille Sundian
    Zendesk Community Team

    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! :)

  • Jeff Robertson

    FYI; there is a is in this article. It is in the second bullet point. it is uee opposed to see.

    Adding followers to tickets automatically using business rules

    You can add followers to tickets automatically using business rules (triggers, automations, and macros). This is done by adding action statements to the business rules.

    These are actions you can use that are related to followers:

    • In triggers, use the Add follower action.
    • In automations, uee the Ticket: Add follower action.
    • In macros, use the Add follower action.
  • Dave Dyson
    Zendesk Community Team

    Thanks for the heads-up, Jeff, we got it fixed!


Please sign in to leave a comment.

Powered by Zendesk