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Using CCs and followers



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Amy Malka

Zendesk Documentation Team

Edited Jan 27, 2025


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45 comments

Sydney Neubauer  Interesting.  That honestly is super unhelpful for us when we sometimes just need to see who's been cc'd without having to write/start a public reply.  We regularly save/add new cc's before making the reply to ensure that they are not forgotten (that part is feedback for Zendesk).  I appreciate you letting me know about your experience.  I've logged a ticket with support so we'll see what I can find out from them on this topic.

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Joyce

Zendesk Customer Care

Hello Sydney,
 
Thank you for sharing a screenshot of the current behavior of the enhanced CC and followers experience.
 
Hello Jennifer,
 
The CC field disappearing in the left-hand ticket panel is expected behavior when you migrate to the Enhanced CCs and Followers experience. The CC field will now show in the composer below the "To" field while the "Followers" field is added in the left-hand ticket panel. 
 
If the new CCs and followers experience is not enabled in your account by default and you just manually migrated to it, you have the option to roll back to the legacy experience by clicking on No longer want to be a part of the CCs and Followers experience? in the CCs and Followers section. Here's the article about rolling back the account to the old experience: Rolling back CCs and followers
 

Note: If you don't see the rollback options mentioned in this article in your instance of Support, it means that the new CCs and followers experience is enabled in your account by default and you aren't allowed to rollback. However, you can enable and disable CC and follower settings, if needed.

 
Hope this helps!

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So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team.  With the old functionality anyone can quickly see if there are or are not cc's.  With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply.  Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?

 

Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.

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Joyce

Zendesk Customer Care

Hello Jennifer,
 
You can definitely create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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Hi, 

Our agents aren't receiving email notifications when they are added as a follower on a ticket.

Is there any reason for this?

Thanks

Laura

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Joyce

Zendesk Customer Care

Hello Laura,
 
I created a ticket for this concern as it will require us to check your account to understand the reason behind the issue of follower notification not being sent to your agents. Our team will be in touch via email.

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Hi, i got feedback, that the display name of the sender, when people are on CC is the requester of the ticket, but the mail is from our zendesk subdomain. This unfortunately means that the cc mails are marked as spam, as they can see the name is spoofed. Can we in any way change these settings?

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Elaine

Zendesk Customer Care

Hi Soren,
 
Absolutely! To tackle the issue of CC'd emails being marked as spam due to the "From" name displaying the requester's name while the email originates from our Zendesk subdomain, we can adjust the "From" name settings in your Zendesk account. Head to the Admin panel, navigate to the "Channels" section, and select "Email." Look for settings related to "Email Accounts" or "Email Forwarding." Modify the "From" name to clearly represent your organization or Zendesk instance, ensuring it doesn't appear as if it's being spoofed. Additionally, ensure proper email authentication via SPF, DKIM, and DMARC protocols for your domain to prevent spam filtering due to potential spoofing. After these adjustments, conduct tests to confirm the updated "From" name displays accurately in CC'd emails and doesn't trigger spam filters. This should help address the concern and improve email deliverability for CC'd messages.

If this doesn't resolve your concern, feel free to reach out Zendesk customer support team for further assistance.

 

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I have a separate contact form in a website, that forwards an email with the content to Zendesk and creates a ticket. The problem is that the user´s email address is not added as the “Requester” so agents have to manually change this. We tried modifiying the form so that the Customer´s email appears in the “CC” field. is there any way of creating a rule that gets the email address in CC and makes it the requester of the ticket?

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Paolo

Zendesk Engineering

Hi Gian,
 
Email address in the CC line can't be added as a requester upon ticket creation. You may need to check the custom contact form for it it function the way you'd like it to be. I'd recommend following the guide here: Building a custom ticket form with the Ticketing API.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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A customer is asking to be CC'd in every ticket raised from his Organization. I am not sure if we have that feature to keep the requested customer CC'd 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. Is there a feature in Zendesk to do so?

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I would like to have all End Users from our email domain that are added as a cc by a customer be stripped out of the CC line and automatically added as a follower.

We strive to keep direct email addresses out of the ticketing system to remove the shadow support system but often users get added by internal or external users without the agent noticing it was done.

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Is it possible to set up a trigger or any configuration in Zendesk to notify us whenever a specific email address (end-user email) is added to the CC field?

 

 

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hello Paolo 

how can we add cc in a macro triggering a side conversation ? 

When creating a macro, we can pre-fill the “To” field but not add cc. I was wondering if there was a special way to do it adding cc: or something ? Thank you

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When a Customer fills out the New Requests form the CC field appears, as expected.

 

How can I add subtext (or hint) to the CC field?

The ask is to provide a small message such as “CC emails will be included in your requests” or something along that nature and place it below the “CC” label of the field.

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