Creating business rules for CCs and followers

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9 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!

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  • 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 - Community Manager
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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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  • Nicole - Community Manager
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    Hi all! We're hosting an AMA-style conversation on Tuesday, October 22 from 10am-12pm CT in the Community. You can post your questions about Support Business Rules and Macros any time starting now and our panel of guest experts from our moderator team will answer them! Hope you can join us! 

    Go to the Support Business Rules & Macros AMA

     

     

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