Enabling the CCs and followers functionality changes how your agents and end users communicate. It impacts who can see certain responses and comments on tickets, so it is important that your admins and agents understand how these changes affect them and their workflow. Before enabling CCs and followers, make sure the topics discussed in the article Getting started with CCs and followers for admins have been addressed, and all agents have been trained on the feature.
In this article we’ll discuss how you use CCs and followers in the Zendesk Support mobile app. For more detailed information about how CCs and followers feature works with Support, see the articles listed at CCs and followers resources.
This article includes the following topics:
Overview of CCs, followers, and @mentions
With CCs and followers enabled on your Zendesk Support account, there are two ways to include other individuals on a ticket in the Zendesk Support mobile app:
- CCs allow you to include end users and agents on ticket notifications. Internal and external users can add CCs (copied users) to tickets. CCs can respond to ticket notifications publicly, or they can remove the requester from the notification to submit a private response. Agents, admins, and end users (with the proper permissions) can add a CC to a ticket.
- Followers allow you to include additional internal users (agents or administrators) on ticket notifications. Internal users can add followers to tickets. Agents and admins can add followers to a ticket.
- @mentions allow you to include other agents on ticket notifications. Agents @mentioned on a ticket are added to the CC list. Agents and admins can add an @mention to a ticket.
See Using CCs, followers, and @mentions for more detailed information about how these work in Zendesk Support.
Adding CCs to a ticket
In the mobile app, you can add a CC when making a public reply to a ticket . You cannot add a CC when responding to a ticket with an internal note.
When a user is added to a ticket using the CC option, that user can:
- Send and receive public replies to the ticket conversation.
- Receive and respond to private notes in a ticket conversation, if they are explicitly included on that note.
- Add other external users to the conversation via the cc line.
- Remove themselves or other CCs from the ticket conversation.
- Be seen by other CCs and followers on the ticket, as their email address is visible in the ticket header.
To add a CC to a ticket in the mobile interface
- Open the ticket on the mobile app, then tap Write a reply at the bottom of the ticket.
- Tap the reply type drop-down menu and select Public reply.
- Tap CC.
- On the CC screen, enter the name or email of the user you want to add to the ticket. As you begin entering the name, matching users appear for you to choose from.
Continue entering the name, or tap to select a user from list. Repeat as needed.
- Tap the X at the top of the CC screen to return to the ticket conversation. The number of users copied on the ticket appears next to the CC link.
- Continue updating the ticket as needed. The user included in the CC list will receive a notification that they have been added to the ticket conversation.
Following and adding followers to a ticket
You can add a follower -- another user, or yourself -- to a ticket from a ticket’s properties screen.
To add yourself or another user as a follower
- Open the ticket on the mobile app, then tap the properties See All link.
- On the ticket properties screen, tap Followers.
- On the Followers screen, you can tap your own name to add yourself as a follower, or enter the name of another user to add as a follower. When the user’s name appears on the list, tap to add them as a follower on the ticket.
- Tap the back arrow to return to the properties screen.
Adding @mentions to a ticket
You can add another agent to a ticket using the @mention feature.
To add an agent using @mention
- Open the ticket on the mobile app, then tap Write a reply.
- Tap the @ symbol in the formatting toolbar.
- Select a name from the list of agents. The agent is added to the ticket comment.
Viewing CCs and followers on a ticket
You may want to see who is included as a CC or follower on the ticket, so you understand who will receive notifications when changes are made.
To view users CC’d on a ticket
- Open the ticket on the mobile app, and tap Write a reply.
- Tap CC. The list of CC’d users is displayed on the CC screen.
To view users following a ticket
- Open the ticket on the mobile app, and tap Properties.
- On the ticket properties screen, find the Followers section. Any users included on the ticket as followers are listed.