Migrating to CCs and followers

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10 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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  • Mike Nicholls

    Hi there.

    Any ideas and best practice for multi branding and CCs?

    Ideally i would like to have the ability only available for one brand and not show the options of edit/adding of requester and CCs. 

    Thanks for any advice.

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Mike,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, the following setting is universal. Once enabled, it will be applied to all brands in the account. Unfortunately, at the moment it cannot be set to only a specific brand.
     
    You can only add specific users to the CCs and followers blocklist to prevent them from becoming CC's. You can check our article, Getting started with CC and followers for admins for more information and best practices on how to utilize CC.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
     
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  • Syd

    There is also one missing aspect to the migration wizard - it added in extra conditions to the triggers (comment is public). This actually broke a lot of our triggers (600) that we needed to go back and manually update. 

    It would be good to know if there is a way to exclude certain updates from the migration wizard as either way, we still needed to update 600 triggers

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Sydney,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to this one, there's an option to use the migration wizard manually. This will give you the option to review the list of business rules you wanted to change or implement. It was also recommended to backup your business rules when using the automatic method in case you need to roll back. 
     
    The following added extra condition is due to the addition of the Followers field and a new CC field in the Public reply area.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
     
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  • Stewart Armbrecht

    We have not migrated to this feature.  Is there any documentation that would explain the legacy functionality around CCs?  Specifically, when the system decides to send an email and to whom?  We are seeing that some CCs are not getting emails and do not know why.  Understanding this is important for us to understand what impact the migration will have.  Thanks!

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  • Dane Adriano
    Zendesk Customer Care
    Hi Stewart,
     
    The old behavior is included on About migrating to CCs and followers while the new one is discussed in About CCs, @mentions, and followers.
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