Using CCs, followers, and @mentions

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18 Comments

  • Ian Morgan

    I use the @mentions to add a follower but recently noticed it doesn't automatically add the user to follower. This could be due to the way I have started to use it recently but I wanted to confirm this.

    eg. I want to @mention Joe Bloggs in an internal comment. I type "Hi @Joe "   and select his email address from the list which provides the link (turns blue). However I prefer to be less formal with my colleagues so when the link "Joe Bloggs" appears I backspace to remove "Bloggs". "Joe" still remains in blue so I have assumed the link is still there. However he is not added as a follower so I am wondering whether my modification actually removes the link even though it stays blue? Or is there another issue? Rich text formatting is on.

    Thank you.

    0
  • Oscar Maynard

    Hi, is it possible to set up a trigger to notify a staff member they have been added as a follower?

    For example, we have a light agent we'd like to add as a follower to add internal comments when we need support. However, they don't work within Zendesk, so they would need an email notification when added as a follower?

    0
  • PJ Sto. Domingo

    Hi, Oscar! There is currently no available action in Triggers that we can use to notify agents that they have been added as a follower. The agents will only get an email once the ticket has been updated by either the requester or the assignee. Please let us know if you have any clarifications. Thanks!

    PJ Sto. Domingo | Senior Customer Advocate

    0
  • Brian McGinley

    Can you @ mention a group?

    0
  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    The ability to @ mention a group is currently not possible in Support. I would suggest sharing your use case with our developers in our product feedback forums so they can consider adding this feature in future updates.

    Best regards.

    1
  • Gravity CX Zendesk Admin

    Is there a way to stop followers from receiving email notifications?

    In the use case where agents (followers) action all their tickets in Zendesk but don't want their email to be 'spammed' with follower email notifications.

    Is this possible?

    1
  • Ronnie Zhou

    It seems the admin has to choose between the markdown editor and this which enables mentions.

    It would be nice if this is configurable at the user level, since markdown is still preferred by some. 

    0
  • Nate Cartwright

    We have not "upgraded" to this new feature, but this week all our cc agent addresses are going out to all our clients, exposing our internal email addresses to them. This invariably means clients start emailing individual agents because their email and name is now in their email system. There is *no* way to delete an email or name from Gmail once it's added, even if you remove the contact the autocomplete is still there. Zendesk has now changed this functionality of CCs to put the private email address of *every* agent we have in the group publicly cc'd on every ticket we have. This is atrocious. Please do not automatically CC agents when a ticket is assigned to their group, and bring back the setting to not display cc'd parties in the CC field of the email (instead they should be able to be listed as CC'd in the email template, if desired).

    We have now lost a bunch of tickets because users now have *every agent in the company's personal email address* in their Gmail contact list, without our consent.

    Finally, please do *not* automatically add CCs to a ticket just because there is a trigger that emails an agent or a group of agents about a ticket. If we wanted to add a CC to a ticket in a trigger, we would do that explicitly in the trigger. This recent change is what has caused *all* our agents to be CCed on *every* ticket in their group, because we send out notification triggers for each ticket (but do *not* add them to the ticket's CCs, on purpose, but Zendesk is adding them, apparently because of this notification trigger).

     

    You might say "well just switch to the new CCs and followers function", but this horribly breaks our "if requestor is not current user" trigger filter, which prevents agents from getting spammed by their own updates.

    3
  • Alexander K.

    Hello! A part of my team works as internal support and has no direct contact with customers. Can I allow them to add to the copy our company employers only? (email in our company domain)

    0
  • Michael Amromin

    Hi Alexander,

    I think you can achieve this with Restrict CC app. https://www.zendesk.com/apps/support/632185/restrict-cc

    You need to install the app for the part of your team that works as internal support and set up it as follows:

    So your internal support agents will be able to add to CC your company employees only, all other agents will be able to add anyone.

    0
  • Julien MARTELOZZO

    Hello all, 

    The followers of my Zendesk system are not notified anymore when the comments are private (in public it still works because they're added in cc, and the cc's are notified if the comment is public). I don't understand why. 

    In my old tickets, when iot worked, if I check the events, I see a "rule" : followers notification. I can't see it anymore, I don't know where it came from. 

    Could you please help me  ?

     

     

     

    0
  • Raphaël Péguet

    Hi Zendesk community,

    In the "old" system we would have a CC field in the Help Center form.

    Is it possible and how with the new system for end-user to cc somebody?

     

    Best regards,

    Raphaël

    0
  • Dane
    Zendesk Engineering
    Hi Raphael,
     
    You can enable it on Admin Center > Object and Rules > Tickets > Settings.
     
    More information can be found on Changing the default comment privacy for end user CCs.

    1
  • Orsolya Szilágyi

    Hi All,

    I would like to know that as an Admin how do I remove someone from an account as a follower and add someone else instead?

    Thank you in advance!

     

    Orsi

    0
  • Dane
    Zendesk Engineering
    Hi Orsolya,
     
    You will also need to access the ticket directly and add/remove followers directly from there. 
    0
  • Viktor Yakovenko

    Hello. I would like to ask: why CC but not CU ?

    In this article CC means Copied users. But what CC abbreviation exactly means? As for me CU is better Copied User 🤔

    Thanks. I've got an answer by myself https://www.britannica.com/dictionary/eb/qa/what-does-cc-mean

    0
  • Vincent Lieffroy

    The link that brings to 'user profile is broken :

     

    If enabled by your administrator, you can add CCs, @mentions, and followers to tickets. You might do this if you want someone else to be aware of a ticket or provide some feedback about it. You can only copy (CC) users that have a user profile in your Support account.

     

    This :  https://support.zendesk.com/hc/en-us/articles/4404594829466

    0
  • Dane
    Zendesk Engineering
    Hi Vincent, 
     
    I noticed that a ticket has been created for you to fix the broken link. 
     
    Cheers!
    0

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