Creating business rules for CCs and followers

Have more questions? Submit a request

8 Comments

  • Michael Tiernan
    Comment actions Permalink

    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?

    0
  • Amy Malka
    Comment actions Permalink

    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
    Comment actions Permalink

    EXCELLENT! Thanks!

    0
  • Chris Cooke
    Comment actions Permalink

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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Arnaud Heritier
    Comment actions Permalink

    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 ?

    0
  • Devan - Community Manager
    Comment actions Permalink

    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

    0
  • Justin
    Comment actions Permalink

    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?

    0

Please sign in to leave a comment.

Powered by Zendesk