Getting started with CC and followers for admins

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  • Daniel Slapo

    Need advice.

    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? 

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi @...,

    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. 


  • Daniel Slapo

    Is there some video or a better help area to show this?  

    Maybe we are missing something in our process.  

  • Dave Dyson
    Zendesk Community Manager

    Hey Daniel!

    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!

  • Daniel Slapo


    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.

  • Dave Dyson
    Zendesk Community Manager

    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".

  • Luis Pagan

    Can a light-agent proactively follow an organization, so if a member of that organization ever submits a support ticket they will be notified? 

  • Dane
    Zendesk Engineering
    Hi Luis,
    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.

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