Configuring CC and follower permissions

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14 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triggers to include "requester and ccs" as opposed to solely "requester", the trigger-side notification will always be superseded by the cc notification as defined in cc settings under Admin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

    Ask our Zendesk Community

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  • Katie Meek

    I have several instances of end users with multiple email addresses ie a husband and wife and the user requests we send the email to both addresses on file.  When we try to add the secondary email as a CC, because it does not have its own end user profile, the cc is not added.  Is there a setting I can modify to allow agents to add this secondary email?

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hi Katie Meek

    Although not an ideal solution - setting up unique user profiles for each family member would solve for this, but would obviously create two streams of communication.  Another option here might be to put both users in the same organization "AKA - Smith Family" - this would allow you to keep the profiles separate, but tie all of the tickets together at the organization level.

    Hope this helps!

    Brandon

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  • Dave Dyson
    Zendesk Community Manager
    Hi everyone, I just wanted to let you know that I've spoken with our product team – this is something that is on their radar, and they are planning on having more internal discussions about it next year. Follow this post for updates: Send Email Notifications to Secondary Emails in Support
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  • Guerrero Diaz

    We've several times run into an issue where an agent mistakenly put to a copy a user from another organization. This is a big problem for us, because that ticket may contain private information from the other organization. Can I restrict who can be added to a copy? Ideally, it could only be a user with the domain fits inside the organization of the ticket.

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  • Elaine
    Zendesk Customer Care

    Hi Guerrero,

    There's currently no native way to restrict agents on who they can add as CC into a ticket.

    If it would be of help, you can encourage your agents to look up the email domain of the user that they're trying to add into the CC line and then search for the specific user from there.

    I highly recommend you to read the articles Getting started with CC and followers for admins, and Best practices for using email clients with CCs and followers for more information about using the CC feature in Zendesk.

    Hope this helps! Stay safe!

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  • Michael Amromin

    Hi Guerrero,

    I guess you can achieve your goal with Restrict CC app. It can restrict who can be added as a copy by the organization domain. https://www.zendesk.com/apps/support/632185/restrict-cc

     

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  • Molly Katolas

    Referring to "Comments by users not explicitly added to the ticket will be flagged":

    Was there a big UI update for this? We're seeing big red banner alerts instead of the small triangle warning icon when a user who was not added to the ticket by the requester/agent replies to a ticket. Are these alerts the same, or is this something new/different? 

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Molly,
     
    These alerts are related to new anti-phishing measures: Using ticket alerts to help defend against email phishing attacks
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  • Jason Brown

    Can end-users who are added to CC and receive a notification add additional users to CC in the ticket? Or is only the requester allowed to add users to CC in a ticket?

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  • Christine
    Zendesk Engineering
    Hi Jason,

    Yes, CC'd users can also CC additional users and they will be added as CCs on the ticket.

    As outlined in our article: Copying internal and external users on tickets

    All copied users (CCs) can:
    • Send and receive public comments to the ticket conversation.
    • Add other external users to the conversation via the CC line.
    • Be seen by other CCs and followers on the ticket, as their email address is visible in the ticket header.
     
    I hope this clarifies!
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  • Jason Brown

    Thank you Christine. We have examples of this not working so I have reached out to Support to look into this.

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