Getting started with CC and followers for admins

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11 Comments

  • MARIA LOGAN

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

     

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Sonia Radaelli

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

    Enclosed a screenshot

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  • Kristal Lam
    Zendesk Product Manager

    @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! 

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  • Todd Meyer

    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.

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  • Brett Bowser
    Zendesk Community Team

    Hi Todd,

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

    Cheers!

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  • Elizabeth Ronquillo

    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? 

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  • Brett Bowser
    Zendesk Community Team

    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.

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  • Lila Kingsley

    What happens if you currently have ccs enabled for agents only (i.e. agents can cc other agents and/or end users) and want to migrate to followers only (agents can only add themselves or other agents as followers)?

    I've read several of the articles and don't see any reference so it's unclear what would happen to CCs on existing tickets be they agents or end users.

    • Would existing agent CCs on <closed tickets automatically become followers? 
    • Would existing end user CCs on <closed tickets be removed from the ticket automatically?

    It's also unclear if/how @mentions would work as the table in the "Using ccs, followers and @mentions" article doesn't include the scenario where ccs are disabled and followers are enabled.  I am hoping it would add the @mentioned agent as a follower! :)

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  • Brett Bowser
    Zendesk Community Team

    Hey Lila,

    I did some testing on my end and if you disable enable CC's then the agent is removed from the ticket as a CC. The only way they would remain as a follower is if you added the agent as a CC and had the Automatically make an agent CC a follower option enabled. The same would go for end-users.

    Let me know if you run into any issues on your end.

    Cheers!

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  • Lila Kingsley

    Thanks Brett!  I did some testing too with an agent and end user cc before the changes but I got a different (but good) result--documenting here for reference:

    With Followers enabled and CCs disabled (which automatically disables "Make an agent cc a follower" setting):

    • an agent cc on an existing ticket became a follower.  Subsequent comments sent the agent a follower notification.
    • an end user cc on an existing ticket appeared to not be removed based on the UI event history (there's no removal action).  However an API ticket data call didn't return the cc field--which would seem to point to it's removal.  Subsequent comments did not send a cc notification (and FYI an old cc notification before the setting changes now appears as "Legacy CC Notification" in the ticket event history).
    • @mentions of agents after this setting change DID add them as a follower,

    Note:  I also did NOT update our existing notification triggers to use Email user - (requester and CCs)  instead of just Email user - (requester) since we don't want CCs enabled and Followers has it's own separate notification template in the admin ticket settings.

    It would be great if this could be documented somewhere as I would expect there are some customers like us who are using ccs for agents only  today who would either be interested in migrating to followers now, or will need to make this change when this is made the default experience.

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