Migrating to CCs and followers

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4 Comments

  • Dana

    Hi Everyone, We are looking to migrate to cc's within the next few days. After reading the concerns some of you have noted, can you please let me know your lesson's learned, best practices, etc that you have from the migration? We are not looking to add followers as I believe that may cause more confusion - risks outweigh the benefits.

    Please advise.

    Thank you!

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  • Chris Malarky

    Hi @..., I can tell you that the CC Blacklist bug we found when we made the switch has been fixed.

    I'm still not sure I would make the switch again, given the choice - we still seem to end up with agents in the CC list, even when they are already following (I *think* that happens when customers re-add their account reps on CC as they think they are missing - not sure there's much we can do about that though).

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  • Dana

    Thanks, @.... What I see as the only possible benefit is that the agents will see exactly who they are cc'ing on the email.  Is that correct in my assumption? Are there any other benefits?  What are the negatives?

    I would appreciate any feedback.

    Thank you! 

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  • CJ Johnson

    Yikes!
    Doesn't this suggestion:
    Literally end up breaking all those notifications, because of this issue? https://support.zendesk.com/hc/en-us/articles/360056731174

    Why would this be the recommended change when it would cause all those triggers to stop sending email notifications in a bunch of contexts? 

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