Getting started with CC and followers for admins

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6 Comments

  • 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? 

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  • 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. 

     

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  • Daniel Slapo

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

    Maybe we are missing something in our process.  

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  • 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!

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  • Daniel Slapo

    Dave,

    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.

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  • 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".

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