Getting started with CC and followers for admins

Have more questions? Submit a request

8 Comments

  • MARIA LOGAN
    Comment actions Permalink

    In settings, I do not seen anything about followers in CCs.  Can you help please.

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Maria,

    You should see this option under Admin>Settings>Tickets. If you don't, can you provide a screenshot of what exactly you see on your end so we can take a look?

    Thanks!

    0
  • Sonia Radaelli
    Comment actions Permalink

    We also have this problem. We cannot see followers in CCs option in our ticket settings.

    Enclosed a screenshot

    0
  • Kristal Lam
    Comment actions Permalink

    @Maria & @Sonia - The reason you do not see the feature is because your account does not have it yet. We have started a slow rollout between May 8th - June 10th of this feature. Once you have the feature there will be a new tag next to Ticket in Settings. Thanks! 

    0
  • Todd Meyer
    Comment actions Permalink

    It does not appear that there is any way to make @mentioning agents in a private comment add them as a follower only rather than a CC unless I'm missing something? We don't want agent email addresses exposed directly.  If I am writing a private comment on a ticket, logic follows that I would not want agents @mentioned to show up in the CC's to the customer.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Todd,

    I replied to your other comment in our Using CCs, followers, and @mentions article.

    Cheers!

    0
  • Elizabeth Ronquillo
    Comment actions Permalink

    Hi Brett - I don't think the new experience is available to me at this time. However, I'd like to know if there is any way to cc or add an external follower without having to add as a user, meaning just to view and follow the progress of a ticket? 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Elizabeth,

    The closest you could get to this functionality is through the Follow feature mentioned in the article I attached previously.

    Otherwise, you would need to set up an external target and create a trigger that sends an email notification to this address you'd like to keep in the loop on certain tickets.

    0

Please sign in to leave a comment.

Powered by Zendesk