Business rules such as triggers, automations, and macros affect email notifications to CCs and followers in several ways. For example, your default triggers send email notifications to requesters and CCs. You can also create business rules to do these things:
- Add followers to tickets automatically using triggers, automations, and macros.
- Use triggers and automations to send email notifications to both CCs and followers.
- Use triggers and automations to customize the text in email notifications to CCs.
You cannot configure views for CCs and followers. However, you can view all the tickets you are copied on or following from your user profile (see Viewing your user profile in Zendesk Support).
This article covers the following topics:
Adding followers to tickets automatically using business rules
You can add followers to tickets automatically using business rules (triggers, automations, and macros). This is done by adding action statements to the business rules.
These are actions you can use that are related to followers:
- In triggers, use the Add follower action.
- In automations, use the Ticket: Add follower action.
- In macros, use the Add follower action.
When an agent is added as a follower to a ticket using these actions, the follower doesn't receive an email notification saying they were added. Followers only receive email notifications when comments are added to tickets they are following.
To add followers to tickets automatically using business rules
-
Create or update
triggers to include the Add follower
action.
-
Create or update
automations to include the Ticket: Add
follower action.
-
Create or update
macros to include the Add follower
action.
Sending email notifications to requesters and CCs automatically using business rules
You can send email notifications to requesters and CCs automatically using business rules (triggers, automations, and macros). This is done by adding action statements to the business rules.
These are actions you can use:
- In triggers, use the Email user + (requester and CCs) and Autoreply with articles + (requester and CCs) actions.
- In automations, use the Notifications: Email user + (requester and CCs) action.
Two default triggers use these actions, but you can create others (see Customizing default email notifications to CCs and followers).
When a private comment is added to a ticket, the Email user + (requester and CCs) action in triggers and automations is suppressed. The trigger still fires and performs any other actions that may be included in the trigger, but the email message is not sent. Include a public comment to use this action to send an email message. See About business rule action suppression.
Placeholders are allowed in these actions (and in the Comment/description action in macros). This includes the ticket.cc_names placeholder, which returns the names of all the CCs on the ticket. See Using placeholders and Zendesk Support placeholder reference.
The Comment/description action in macros can be used by agents to add comments to tickets, and those comments can include placeholders about CCs and followers, but macros themselves don’t cause email notifications to be sent to users. However, you may have other business rules that cause email notifications to be sent to users when a comment is added to the ticket.
To send email notifications to requesters and CCs automatically using business rules
-
Create or update
triggers to include the Email user +
(requester and CCs) action.
Enter an email subject and body text in the fields provided. Placeholders are allowed.
-
Create or update
triggers to include the Autoreply with
articles + (requester and CCs) action.
Enter an email subject and body text in the fields provided. Placeholders are allowed.
-
Create or update
automations to include the Notifications:
Email user + (requester and CCs) action.
Enter an email subject and body text in the fields provided. Placeholders are allowed.
