Configuring CC and follower permissions

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3 Comments

  • Kyle Madden

    Why are ticket follower names ( as returned by ticket.follower_names) concatenated with no space between names?  e.g First Last1First Last2First Last3 ? Is there a simple way to comma delineate, e.g.  First Last1, First Last2, First Last3 ? 

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  • Ankita Desani

    Hello, We recently went with multi-layer support structure in ZD where Support level 1 submits ticket to support level 2.

    Even after updating triggers, CC notification text is always from settings/tickets instead of what is set in Triggers.I tried to remove it but no luck - it only appears with default text.

    "You are registered as a CC on this request ({{ticket.id}}). Reply to this email to add a comment to the request.

    {{ticket.comments_formatted}}"

    We don't want this text to appear in tickets that are submitted internally from Level 1 to Level 2.

    Is it possible to achieve this?

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  • Beau P.
    Zendesk Customer Care

    Hello Ankita,

    While you can change the "email user" operator in notification triggers to include "requester and ccs" as opposed to solely "requester", the trigger-side notification will always be superseded by the cc notification as defined in cc settings under Admin>Manage>Tickets. To consolidate to triggers-only and the notification form language therein, you'll need to migrate your account to the upgraded ccs and followers experience, details here: https://support.zendesk.com/hc/en-us/articles/360002113728

    Beau | Customer Advocate

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