Customizing default email notifications for CCs and followers

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28 Comments

  • Oscar Maynard

    Is there a way to notify someone that they have been added as a follower please? I can't see a way to build a trigger that would do this? 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Oscar,

    As of the moment, there is no native way to set up a trigger or automation to notify the user that they have been added as a follower on the ticket. Notification is currently limited to the requester and CC. The good thing is! if a user was added as a follower, they will receive email notification of the ticket comments.

    Further, I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Bill Reed

    It's also important to note that the trigger action Email user + (requester and CCs) is suppressed if a ticket update does not include a public comment. The trigger still fires and performs any other actions that may be included in the trigger, but the email message is not sent. You must include a public comment if you want to use this action to send an email message.

    Is there a way around this? This breaks some of our functionality for internal use-- such as if an agent in one group/dept has to create a ticket for another group/dept. By default, we have all agent comments set to internal note, but they don't get an email notification-- which may contain some information they need to see-- if they create the ticket with a private comment.

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  • Austin Killey
    Zendesk Customer Care

    Hey there @...,

    Really good question.  In that particular workflow, how do you feel about an additional trigger that's set up to fire only for those internal notes? Instead of the "(requester and CCs)" action, you could use only the "(requester)" action if the ticket's requester happens to be another agent.  In that situation, the trigger thankfully would fire and send out an email notification.

    Combined with having Followers enabled, you could also have the setting Automatically make an agent CC a follower enabled, so that any other agents who are CC'd in the ticket would also receive email notifications due to their Follower status allowing them to be kept notified of any new internal notes.

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  • Joshua Barnard

    "Understanding how email notifications are sent to followers by default" does not explain under what conditions a follower receives an email.

    I can only see follower emails when public comments are triggered. I want followers also to receive emails when people leave internal comments. Since followers can only be agents, it makes sense for agents interested in a ticket to get notified of internal updates.

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  • Puneet Misra

    Is there a trigger that controls when the follower notifications will be sent? I have a case where we need certain internal comments to NOT send a notification to the follower. Looking to apply some conditions to which comments should notify the follower and which should not. 

    The trigger that I believe is sending the notification is Notify assignee of comment update.

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  • Dave Dyson
    Hi Puneet,
     
    I'm afraid there’s no way to disable email notifications to followers. If you'd like, please let us know about your use case by posting to our Feedback - Ticketing System (Support) topic, using this template to format your post. Thanks!
    1
  • Puneet Misra

    @... Thank you! Do you know if it is possible to modify a template or trigger of some sort to customize the messaging a follower/CC would receive? 

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  • Dave Dyson
    Yes, there's some customization you can do  – see Customizing default email notifications for CCs and followers
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  • Sirithorn Ruammaitree

    I try to modify a template but not found  Follower email template field in setting.

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  • Venn Villanueva

    Hi Sirithorn Ruammaitree, I'll be creating a ticket on your behalf to continue assisting you with regards on the Follower Email template field.

     

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  • Amanda Jenkins

    Hi! Would it be possible to add a statement in this article that indicates that it is expected behavior for an internal agent who is a follower only to NOT receive an email notification (like other followers would) if they post an internal note and why that is? I think this is assumed behavior but for newer users or those with little training, having this be specified in the article is would be helpful! Thank you for your consideration.

    3
  • Dave Dyson
    Thanks for the feedback, Amanda, and welcome to the community! I've passed along your feedback to our documentation team.
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  • Erin Shevlin

    I don't have these triggers configured to email "requester and ccs" yet it still emails the cc. Is there another setting that is allowing them to still receive these notifications?

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  • Yoram

    Answering Dave on the use case for having control over the followers notification via a trigger.

    I am a follower in a ticket and added a comment to the ticket.

    There is no need for me to receive a notification the ticket was updated, I did it.

    The lack of control on when a notification is sent to a follower creates basically a sense of spam emails that you have top open,

    Thanks

    Yoram 

     

     

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Erin Shevlin

    Only triggers or system emails are the one sending emails to the requester or anyone on the team. I went ahead & created a ticket on your behalf so we can review what could be sending the emails to the CCs. Please keep an eye out for our email!

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  • Darren Taylor

    When a ticket is in an open status and we add a CC to the ticket. Can we set up a trigger to email notify the CC that they have been added to the ticket? I've been playing around with it but can't seem to get the conditions correct.

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  • Nacho Santana
    Zendesk Customer Care
    Hello Darren,

    As of the moment, there is no native way to set up a trigger or automation to notify the user that they have been added as a follower on the ticket. Notification is currently limited to the requester and CC. The good thing is! If a user was added as a follower, they will receive email notification of the ticket comments.
     
    Further, you can leave your this Product Feedback here. We truly value customer feedback, and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
    0
  • Heather Valli

    Can the ticket ID be turned into a link to the ticket in the email for CCed agents?

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  • Thomas Busse

    It seems that changes to the follower email template are ignored, the emails are still sent out with the default template. Is this a bug or am I missing something?

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  • Rodger Bradford

    If the initial ticket contains an attachment, is there any way to include the attachment in the CC notification email?

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  • Zsa Trias
    Zendesk Customer Care

    Hello Heather,

    You can use the ticket.link or ticket.url placeholder instead of the ticket.id placeholder shown in the screenshot on this article, so that the notifications received by the CC'd agents would include the actual link to the ticket.

    You can view our list of placeholders here

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  • Ashley Moore

    We need to have the capability of setting a condition on when follower emails are sent.

    Even just a tag which we can add to tickets would be something.

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  • Amanda Gunn

    How come when requester comments on ticket the requester and cc'd users are being notified about the ticket update - in this scenario we would only want the cc'd users notified.

    I thought the requester is suppose to be suppressed in this notification?

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  • Kiana Ayala

    Hello,

    Would it be possible to update the message for the ticket.follower_reply_type_message placeholder on notifications for public comments?

    Current Message: "Reply to this email to add a comment to the request"

    Updated Message: "Reply to this email to add a public comment to the request"

    This is a small change, but it would help reduce confusion for new users who haven't yet mastered the terminology and don't realize that "comments" are public, while "internal notes" are private.

    Thank you!

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  • Anh Nguyen

    Hi,

    I was trying to set up the Notification to Follower. It works for most cases, except any tickets that are created via API.

    Is there a way to make the notification works for ticket created via API?

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  • Christine
    Zendesk Engineering
    Hi Anh Nguyen,

    I have created a ticket on your behalf so I can look into the issue more.

    Kindly check your email for updates! Thank you.
    0
  • Prathiba Sugumar

    Hi there, 

    Under Objects and rules -> Settings, there is a CC email to customize the outgoing CC email. Can this be customised to customise the email depending on who is CC'd. 

    If CC'd user 1 has email domain abc.com, then the outgoing email should have certain information , and other CC'd users without the domain abc.com should not receive the email with the additional information. The below liquid works well if there is one CC'd person and the logic checks the email domain and includes or omits the special information but fails when multiple users are CC'd with different domains.

     

    {% for cc in ticket.ccs %}
      {% if cc.email contains '@abc.com' %}
      CC'd person is {{ cc.email }}
     The request is from: {{ ticket.organization.name }} 
      {% else %}
      {% endif %}
    {% endfor %}
    {{ticket.comments_formatted}}  

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