Creating business rules for CCs and followers

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18 Comments

  • Jeff Robertson

    FYI; there is a is in this article. It is in the second bullet point. it is uee opposed to see.

    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, uee the Ticket: Add follower action.
    • In macros, use the Add follower action.
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  • Dave Dyson
    Zendesk Community Manager

    Thanks for the heads-up, Jeff, we got it fixed!

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  • Nick Jones

    We've just migrated to the new user experience for followers and CCs, and the design choice to follow the reply convention which drops CCs is causing us immediate pain. We deal with hundreds of tickets each day, and the stakeholder expectation is that communication via tickets stays visible to all parties, and that CCs aren't dropped off by one respondent. This is captured here as a design choice of the new experience: https://support.zendesk.com/hc/en-us/community/posts/360037182953-New-Follower-and-CC-s-problems-CC-s-getting-removed-by-End-user-unintentionally

    We're looking for other work arounds, and wondering if triggers could be used to identify this case (of a Reply rather than a Reply All), and adding back the CCs or stopping them being removed?

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  • Justin Near

    Is it possible to create triggers for just followers (i.e. agent-only followers, not other CCs)?

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  • Dainne Lucena
    Zendesk Customer Care
    Hello Justin‍ ,
     
    At this time unfortunately, we don't support follower-based conditions for business rules. At the moment it's only limited to adding followers to a ticket
     
    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
     
    In addition, I encourage you to 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.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality!
     
     
     
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  • Eitan Blumin

    Hi,

    A question from our end-users has come up in regards to notifications for CCs:

    When an end-user replies to a ticket that has CCs, it sends a notification to the requester + CC'd.

    But that means that the end-user who sent the reply, regardless of whether they're the requester or one of the CC'd, also gets the same notification - about the exact reply that they've submitted just now.

    This has been reported to be quite an annoyance to our end-users, who end up being spammed by too many notifications, including from themselves.

    Is there any way to resolve this?

    After all, it's really not necessary for an end-user to be notified about their own replies that they just submitted.

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  • Charles Gresula
    Zendesk Customer Care

    Hi Eitan Blumin

    You can add this condition "Current user - Is - Agent" to your trigger so that it will only fire on tickets if it is an agent who replied on the ticket but not if it is an end-user.

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  • Eitan Blumin

    Thanks, Charles, but it's not what I asked.

    The recipients still need to be notified of comments added to the request, even if they're posted by other end-users.

    The only issue is that recipients should not be notified about comments that they themselves have posted.

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  • Charles Gresula
    Zendesk Customer Care

    Hi Eitan,

    Since the CCs(end-users) are sending the replies via email, the requester should still receive it even if the triggers do not fire on the ticket.

    Here's a sample from my test account.

    As you can see, there's no trigger that fired when the comment (Test reply from CC, checking if requester will receive this even if trigger has condition "Current user - Is - Agent")  was added by the CC'd end-user.

    But on the email of the requester, that comment was still received.

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  • Eitan Blumin

    That's interesting.

    Does that work for CC'd contacts as well?

    For example, when the requester adds a message, will the CC'd receive an e-mail?

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  • Charles Gresula
    Zendesk Customer Care

    Eitan Blumin

    Here's a sample.

    I tried sending a reply (using the requester's email) 

    It showed in Zendesk and no trigger fired.

    It also showed in the CC's email even if no trigger fired in Zendesk.

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  • Eitan Blumin

    So, actually, I don't need to configure any trigger that sends notifications to end-users about posted comments?

    But conversely, what if I DON'T want end-users to receive notifications? (for a certain type of tickets, for example)

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  • Charles Gresula
    Zendesk Customer Care

    Eitan Blumin

    You still need the trigger for agent replies, without that trigger, the requester and the CC won't be updated when an agent replies thru Zendesk.

    As for your question, "what if I DON'T want end-users to receive notifications? (for a certain type of tickets, for example)" - You need to define that it the conditions of your trigger.

    Example, if the ticket that you want to exclude from the trigger has a specific tag "no_notification", you can use the condition "Tags - Contains none of the following - no_notification"

    More information about the trigger conditions that you can use here: Trigger conditions and actions reference

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  • Eitan Blumin

    Okay, so to summarize:

    If an end-user replies, regardless if they're the requester or CC'd, all recipients (except the poster) would receive a notification, regardless of a trigger.

    If an agent replies, then it's dependent on a trigger.

    Did I understand that correctly?

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  • Charles Gresula
    Zendesk Customer Care

    That's correct, agent replies thru Zendesk are being sent to the end-users email thru triggers. When notification triggers are deactivated or misconfigured, ticket updates do not send an email to the end-users.

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  • Eitan Blumin

    I see. Okay, I'll try it out. Thanks!

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  • Ulises Soto, BringIT Support

    Hello, 

    The article mentions we can use a trigger or automation to send notifications to followers:

    I don't see that option in either the trigger or automation:

    In this article, Customizing default email notifications for CC's and Followers, It says you can only change the subject and body text:

    Can you please confirm if it is possible to add conditions to notifications sent to followers through a trigger/automation? I would really like to be able to exclude certain notifications from being sent to any followers.

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Ulises,
     
    Email notifications for followers are handled differently. Followers get email notifications when comments are added to tickets they are following, and this happens as soon as you turn on Enable followers in your admin settings. There’s no way to disable email notifications to followers (other than to stop using followers by turning off Enable followers), but you can customize the text in email notifications to followers using the followers email template.
     
    Thank you!
     
     
     
    Kind regards,
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