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Customizing default email notifications for CCs and followers



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Amy Malka

Zendesk Documentation Team

Edited Jan 13, 2025


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37 comments

Would love to be able to turn off the notification for followers. 

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Francis Casino

Zendesk Customer Care

Hello Kelly,
 
In this section of the article, I', afraid that it mentions that there isn't a direct option to disable these notifications. You have the choice to either disable the "Enable followers" feature or customize the email template for followers to have more control over the content sent to them.
 
Have a wonderful day!

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Thanks Francis, if I disable followers on my account, that means the message will not send, but I also will not be able to allow my agents to follow tickets correct? 

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Francis Casino

Zendesk Customer Care

Yes, if you disable the followers feature on your account, it will impact the following:
 
  1. Messages Will Not Send to Followers: Notifications about ticket updates will no longer be sent to users who were set up as followers. This means that any internal communication or updates intended for followers will not be received by them.
  2. Agents Cannot Follow Tickets: Your agents will no longer have the ability to follow tickets. This means they will not be able to add themselves or other agents as followers on tickets to receive updates about ticket activities.
 
Disabling followers essentially removes the functionality where agents can track and receive updates on ticket changes without being directly involved (as requesters or assignees). If you need to disable followers but still want to keep some level of internal visibility or notifications, you might consider alternative methods such as using internal notes or setting up custom triggers and automations.

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Hi there.

 

I asked this question a couple of years ago and wanted to know if there has been any update to it.

Is there a way to notify someone when they have been added as a CC to an open ticket?

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Hello, for security settings of our customer, i don't want to send any comment and ATTACHMENT in follower notification.

I have already modified the template of  follewer notification removing the placeholder “ticket_comments….” but the light agents has received the attachments!!!

How can block?

 

Thank you

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Zendesk really needs to turn the follower notifications into a regular trigger so that I can turn them off, filter them out by strings, etc. Turning off followers entirely is not an acceptable solution. Where can I submit a feature request for this?

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