When you migrate to the new CCs experience, Zendesk tickets change to include both CCs and Followers fields. In some rare cases, you may decide to remove this feature from your account. This article describes how to roll back CCs and followers.
For a complete list of documentation about CCs and followers, see CC and followers resources.
Rolling back your account
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.
To roll back CCs and followers:
- Admin Center > Objects and rules > Tickets > Settings
- In the CCs and Followers section, click No longer want
to be a part of the CCs and Followers
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sidebar has been replaced by a CCs field.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 rollback your account, you’ll need to manually rollback your triggers, macros, and automations to remove settings for CCs and followers. There’s no migration wizard for this.
To manually rollback 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.
- Rollback your business rules:
- To rollback triggers, in the sidebar, click the Admin icon (), then select Business Rules > Triggers.
- To rollback macros, in the sidebar, click the Admin icon (), then select Manage > Macros.
- To rollback automations, in the sidebar, click the Admin icon (), then select Business Rules > Automations.
- 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.
"However, the trigger’s old behavior is restored, meaning that only the requester is emailed. "
This is very confusing. Isn't this the NEW behavior?
On the article Understanding suppression of CCs email notifications it states:
"This article assumes that you are using the new CCs and followers experience. If you are using the old CCs experience, the information in this article does not apply to you."
How can I get back to the behavior where what my triggers says it does, actually happens?
In this context, the new behavior refers to the action when you migrate to CC and Followers as indicated in this article - Migrating to CCs and followers
Old behavior/Trigger action - Trigger's action is only to notify requester, without CC
New behavior/Trigger action - Trigger's action is to notify requester and CC
As per the article:
This means the action in the Trigger will remain the same if you check it (i.e. Email user + requester is what you're gonna see in the Trigger settings). However, the actual action that the Trigger will do is to just email the requester, not the CC. It's recommended to rollback your business rules by following the steps in Rolling back business rules section of this article to avoid confusion.
How do you rollback so that you actually can send an email notification to both the requester and CC's on a ticket though? The trigger in question was set up long before the follower experience with "Email Requesters and CC's", I'm just trying to get back to a point where that can happen. It doesn't with the new experience, and the instructions on how to roll back, keep saying to "remove CC's from the email notifications" which is not what I want to do at all. I want an email notification to go out to the requester and CC, if the CC'd user replies (which leaves an internal note). It seems like this isn't possible with *either* set of configurations now?
The new experience should send the notifications to both requester and CCs in the ticket, as long as you are using the Email Requester and CC action in your Triggers.
If this is already the action in your notification Trigger and you are still getting reports that the CC is not receiving replies, I suggest first checking the ticket to make sure that the CC is indeed added to the ticket (as there are cases where the customer would reply to the ticket using a different email, without adding that email as a CC to the email thread):
Here's another thing that we can look at: if the CC'd user's replies are appearing as internal note, then there's a chance that the CC'd user is replying using "Reply" and not "Reply all". This would indeed make the reply an internal note (because the requester is not in the recipient), but this could lead to some confusion as to whether this requester is added as CC in the ticket or not. I suggest double-checking like in the screenshot above to make sure. For more information about this, see Using "Reply" instead of "Reply all"
If you're in the new experience setup for CC and Followers, and your trigger notifications have the action Email Requester and CCs, and the user is indeed added as CC in the ticket but are still getting reports that the user is not receiving notifications but the requester can receive the email, then there might be some deliverability issues. I suggest checking Customers are not receiving emails for this.
@... support did get back to me, and they told me the complete opposite of your post. I was told that it is not possible on the follower experience, OR the original experience, to send a CC'd user an email notification, if the latest reply on a ticket was internal. This is pretty absurd, extremely under documented, and it makes no sense that the system lets you set up triggers that don't work.
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