Use this article to help you get started with your CCs and followers setup. This is a guide to help you make sure that you complete all of the tasks that are necessary to setup and configure CCs and followers in a way that is ideal for your company and your unique situation.
CCs and followers is an important a feature because it affects many other features in Support (for example, triggers, lights, and email notifications to name a few) and has a direct impact on communication between your agents and end users. Make sure you haven’t forgotten to do something important before you introduce CCs and followers to your agents and end users.
If you are looking for information about what CCs and followers are, and what they can do, see Using CCs, followers, and @mentions.
This article includes these sections:
For a complete list of documentation about CCs and followers, see CC and followers resources.
Getting started checklist
There are a number of things you need to do as part of your initial setup and configuration of CCs and followers, and a few additional things you can do to further customize CCs and followers that are optional.
1) Enable CCs and followers.
To start using CCs and followers, at a bare minimum, you must go into your admin settings and select the check boxes that enable CCs and followers.
2) Perform initial setup and configuration of CCs and followers.
After you enable CCs and followers, you can customize the CCs and followers experience by completing these tasks. These things are all optional, but you need to decide which ones are necessary based on your unique situation.
- Update the follower email template to customize email notifications to followers.
- Add specific users to the CCs and followers blocklist to prevent them from becoming CCs.
- Give your lights agents permission to become CCs.
- Give your end users permission to add CCs from support requests submitted through your Help Center.
- Configure your account to add agents as followers automatically when they are added to a ticket as a CC.
3) Customize default email notifications to requesters, CCs, and followers.
After you complete initial setup and configuration of CCs and followers, you may want to go a bit further by customizing the email notifications that go to requesters, CCs, and followers. This is optional, but it’s something that many companies choose to do.
Even if you decide to leave your email notifications alone, make sure that you read about and understand the default behavior of email notifications to requesters, CCs, and followers.
- Make sure you understand the default behavior of email notifications to requesters and CCs.
- Customize default triggers for email notifications to requesters and CCs.
- Make sure you understand the default behavior of email notifications to followers.
- Customize the follower email template for email notifications to followers.
4) Create business rules for CCs and followers.
You may want to create (or update) your business rules so that certain things happen automatically as part of your ticket workflow.
- Create business rules to add followers to tickets automatically.
- Create business rules to send email notifications to requesters and CCs automatically.
Training your agents
Once you have a plan about how you will use CCs and followers, it’s a good idea to review that plan with your agents. You may want to get their input and have a discussion about any concerns that they have. You may even need to make some adjustments to you plan and review it together a few times.
Your agents will probably have questions about your timetable. For example, when do you plan to turn CCs and followers on? Which options will you turn on, and which ones will you leave off? Will everything be done at once, or will it be done gradually? It’s a good idea to offer specific dates and times, if possible, and to consider how your dates relate to other important dates that are already on your company’s calendar.
Depending on the size or your company and the number of agents you are working with, you may want to create a written document or FAQ that includes the information that agents are likely to need. It may save you from having to repeat yourself and make the process go more smoothly for everyone involved.
These articles are specifically for agents and explain how to use CCs and followers. Give these links to your agents.
- Copying, following, and @mentioning someone else on tickets
- Understanding when replies to ticket notifications become public and private comments
- Best practices for using email clients with CCs and followers
- Collaboration overview
Keep in mind that these articles explain how to use all of the CCs and followers options, but you might not enable all of those options—that depends on what you decide to do. Also, the articles don’t explain any of the unique customizations you plan to do (for example, if you plan to customize the text in your email notifications). Make sure you tell your agents which options you will enable, and which ones you will not.
I am a client trying to move into the CC/Follower option. I assume that when I add this option I should see a Follower field and a CC field. but I do not.
What am I missing?
I believe you'll have the CCs on each comment reply. So when you go to make a comment you should have the CC field there. This is so you can control who to CC on each comment as you go.
Is there some video or a better help area to show this?
Maybe we are missing something in our process.
The CC field will now appear over in your comment-reply text box. Check the screenshot next to "Enable CCs" here: Setting permissions for CCs and followers
For tickets that don't yet have any CCs on them, there should be a "CC" link at the far right of the comment-reply text box:
Hope that helps!
The light went off with your picture!!!!
All our tickets start on Internal Notes tab not Public!
So we missed the part that the CC will only show on Public Reply.
May I make a suggestion that you add a side note to the instructions highlighting CCs show on Public note tab only.
Have a great weekend and thank you for your direction.
Glad I was able to help, Daniel! As it turns out, there is a mention in Using CCs, followers, and @mentions that you need to click "Public reply".
Can a light-agent proactively follow an organization, so if a member of that organization ever submits a support ticket they will be notified?
If your main goal is for the light agent to be notified if a specific organization has created a ticket, you can utilize triggers for it.
The first thing you need to make sure is your light agents are also members of that specific organization and your roles for light agents for ticket views is set to Requested by end users in this agent's organization. In addition, you need to make sure that you have created a specific group for your light agents.
Once you have completed the steps above, you'll just have to create a trigger that will notify your light agents whenever a ticket has been created from that organization. Please refer to the sample trigger below. You can modify it to be more aligned with your workflow.
Hope this helps.
Hi. I am trying to restrict the addition of CCs only to Admins as I have a security feature for customer account access linked to this field. Is there any way I can restrict addition of CCs to admins and end users only? Are there any workarounds to have only specific people be able to add cc to tickets?
Unfortunately, it's not possible to restrict cc to specific users for it's an account wide settings.
You can check apps in our Marketplace to determine if there's one that can be used for your use case.
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