Using CCs and followers

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  • 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.

  • 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?

  • 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

  • Brian McGinley

    Can you @ mention a group?

  • Devan La Spisa
    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.

  • 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?

  • 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. 

  • 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.

  • Alexander Kozhevin

    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)

  • Michael Amromin

    Hi Alexander,

    I think you can achieve this with Restrict CC app.

    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.


    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  ?




  • 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,


  • 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.

  • 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!



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

  • 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 :

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

    I am a support agent and I have a request from customer asking himself to be CCed  in every ticket his team raises from his Organization. I am not sure if we have that feature to keep the requested customer CCed by default?!

    The only option I could think of is to manually cc him in every Zendesk ticket raised by his Organization or he may have to ask his team to CC him while they raise a support ticket with us.

    Could you clarify?

  • Anne-Flore Caire

    Further to my previous post, the feature came to us today. 

    I just tested the BCC quickly and it's what I feared: if the agent doesn't do a complementary manipulation, the recipient of the side conversation can receive a hidden answer from the person in BCC if he only answers to the agent (arrives in the same thread and not identifiable, even by yellow color) > The usage recommendation is therefore to ask the agents to click on "Delete previous message" if it happens, but that deletes all the previous conversation, not only the last message.

    In conclusion, in our company, we decide to ask the agents not to use the BCC field in the side conversations (the CC field is of course, that was missing)

  • Brian Rosenkrantz

    My customer gets their tickets from End-users via the Help Center, and the CC field is visible for the End-users to add email adresses. But it is not possible for the End-users to edit the CC-field after the tickets has been submitted. - Is there any way for the End-user to remove the CC's that the End-users originally add to the ticket??


  • Yaniv Dayan

    When will it be possible to add Cc to the ‘Side conversation via Email’ action in Macro?

    It is only possible to add 'To':

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Brian,
    Currently, end-users cannot edit their CC's after they have submitted their request through the Help Center. As of the moment, only agents have the ability to remove the CC's in the ticket.
    We have a community forum where you can post your ideas and suggestions in our resource requests forum, here is the link to our resource requests forum: Zendesk Guide Product Feedback. Thank you!
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Mads,

    To answer your inquiry about the function to CC specific email addresses to all tickets in his/her team raises from his/her Organization. Unfortunately, this is something that is not supported at the moment.
    Alternatively, I found a community article that may help with your inquiry as it guides you to create a Trigger and URL target to automatically CC a customer on all tickets created for an organization. If you have time, please take a quick glance at CC Customer On All Organisation Requests. 

    I hope this helps!
  • The Salvation Army

    I was able to setup a Target then automatically add that Target (email) to certain ticket categories. Hope this helps some of you!

    I am still hoping Zendesk is working on the ability to run reports based on cc's. Right now I have to run it from advanced search and manually enter it into spreadsheet. 

  • Katelyn Griffin

    Is there any ability to pull in CC'd or Followers as a field in Explore that makes it reportable?  We'd like to be able to see who was cc'd on a ticket response in report format, without having to look at each ticket individually.

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Katelyn,
    This is not yet possible unfortunately, as no attribute in Zendesk Explore that could pull out CC'd or Followers in a ticket. I've taken a look and found that other users are discussing similar needs here: Add CC Attribute to Reporting

    There's another discussion regarding the view parameter conditions for ticket followers are still within backlogs for future updates in Zendesk. I suggest that you follow this community post as well so you'll receive updates whenever there is an update with the said feature request.

    Use Followers as VIEW parameter conditions

    You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    I hope this answer your question. Thank you!
  • Jennifer Gillespie

    I noticed when I enabled Followers that I no longer get the box to show me who's a 'CC' on the ticket also.  Why is that box disappear when the Followers are enabled OR I opt to use the new CC and Followers functionality (with Followers turned off)?

  • Sydney Neubauer
    Zendesk Luminary

    Jennifer Gillespie I noticed the same thing when we turned on Agent workspace. It doesn't disappear but instead, it moves to the ticket comment box


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