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field in the sidebar has been replaced by a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.
8 comments
CJ Johnson
"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?
0
Giuseppe
Hi CJ,
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
This means:
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.
0
CJ Johnson
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?
0
Giuseppe
Hi CJ,
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.
0
CJ Johnson
@... 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.
0
Hannah Lucid
Hi,
Will it be possible to disable followers on specific forms?
0
Mike DR
That would need to be done using custom code that your dev team could fix. You may provide them this github link for checking the Theme files.
0
Hannah Lucid
Hi Mike DR,
Thank you for your response! I was hoping for something in the Agent Support UI instead of end user UI.
0