In some rare cases, you may decide to turn off CCs and followers in your account. How to turn off these features depends on whether you migrated to the updated experience, which was released in May 2019.
This article covers the following topics:
- Rolling back CCs and followers. If your account was created before May 2019 and you migrated to the updated CCs and followers experience, see this topic if you'd like to roll back to the previous experience.
- Turning off CCs and followers. If your account was created after May 2019, the updated CCs and followers experience is automatically activated for your account. See this topic to turn off these features.
Rolling back CCs and followers
Rolling back to the previous CCs experience is an option for accounts that were created before May 2019 and migrated to the updated experience.
If you don't see the rollback options described in this section, it means you aren't allowed to roll back the updated CCs and followers experience. However, you can turn off CCs and followers.
Rolling back your account
See About migrating to CCs and followers to learn more about the previous experience you'll be rolling back to.
To roll back CCs and followers:
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - In the CCs and Followers section, click No
longer want to be a part of the CCs and Followers
experience?.
A confirmation message appears.
- Select the checkbox to verify that you understand the impact to business rules and customizations, then click Opt out of the CCs and Followers experience.
- After a few minutes, refresh your browser and open a few
of your tickets to verify that the Follower
field in the sidebar has been replaced by a
CCs field.
Rolling back business rules
After you roll back your account, you’ll need to manually roll back your triggers, macros, and automations to remove settings for CCs and followers. There’s no migration wizard for this.
To manually roll back triggers, macros, and automations
- As a guide to rolling back business
rules, refer to the affected rules list for your
account.
This is the list you downloaded when you migrated to CCs and followers.
- Roll back your business rules:
- To roll back triggers, in the sidebar, click
the Admin icon (
), then select
Business Rules > Triggers. Trigger revision
history may be useful. - To roll back macros, in the sidebar, click the
Admin icon (), then select
Manage > Macros.
- To roll back automations, in the sidebar,
click the Admin icon (), then select
Business Rules > Automations.
- To roll back triggers, in the sidebar, click
the Admin icon (
- Change the rules back to their original settings. For example, change Email user: (requester and CC) back to Email user: (requester).
- When you’ve finished making updates, save your changes.
- In the sidebar, click the Admin icon
(), then select
Settings > Tickets.
- In the CCs section, restore your CC email template. When you roll back, the CC email template replaces the Follower email template.
Turning off CCs and followers
If your account was created after May 2019, the updated CCs and followers experience is automatically activated for your account. You can't roll back to the old experience, but you can turn off these features.
When you turn off CCs or followers, the settings and permissions associated with each feature are also turned off but saved in case you turn them back on. For example, if you modified the follower email template or created a blocklist, the values in those fields will be available if you turn these features back on.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- In the CCs and followers section, uncheck the Enable followers or Enable CCs checkboxes.
- Click Save tab.
- Refresh your browser and open a few tickets to verify that the Follower field in the sidebar and the CC link in the comment header have been removed.