When you migrate to CCs and followers, you have a choice to automatically or manually update some of your business rules as part of the migration. If you don’t update these business rules for your account, you may miss valuable notifications and emails. This article describes how to manually change business rules to work with the new CCs experience.

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Location: Admin Center > Objects and rules > Tickets > Settings
Important: This article is for accounts created before May 2019 that need to migrate to the new CCs and followers experience. Accounts that haven't migrated to the new experience by June 30, 2026, will be migrated automatically on that date.

When you migrate to CCs and followers, you have a choice to automatically or manually update some of your business rules as part of the migration. If you don’t update these business rules for your account, you may miss valuable notifications and emails. This article describes how to manually change business rules to work with the new CCs experience.

If you decided to automatically update your business rules as part of migration to CCs and followers, you can skip this topic. For more information, see Migrating to CCs and followers.

This article contains the following sections:
  • Download the affected rules
  • Review affected rules
  • Manually update triggers
  • Create a trigger that allows agents to receive "request received" email notifications
  • Manually update automations
  • Manually update macros
  • Manually update email templates

For a complete list of documentation about CCs and followers, see CCs and followers resources.

Download the affected rules

If you haven’t done so already, use the migration wizard to download a list of affected rules for your account.

To download the affected rules:
  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click CCs and followers on tickets to expand it.
  3. Click Set up CCs and Followers. A page appears with an introduction to CCs and followers.
  4. Take a moment to read the description, then click Next to continue. A business rules page appears with information on how your business rules will be impacted.
  5. At the bottom of the Update your business rules section, click Download to download a list of your account’s affected rules.

    You’ll use these rules as a guideline for manually updating the business rules in your account. The affected rules are customized for your account and include a complete list of the changes, removals, and additions you need to make to triggers and automations.

Review affected rules

The zip file you downloaded (affected_rules_list.zip) contains these documents:

  • affected_rules_list.txt: Contains the names of each trigger or automation you need to change and the URL where the trigger or automation is located.

  • Instructions_txt: Contains a list of the rules that need to be changed.

With this download, you can match up the instructions with the rule that is affected.

Manually update triggers

Update your triggers as described in the affected rules list.
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. For each affected trigger, change the trigger conditions and actions as described in the affected rules. For example, in Actions for a trigger, make the following changes:
    • Before: Notify by > User email - Ticket > (requester)
    • After: Notify by > User email - Ticket > (requester and CCs)
  3. Review the Email body text to make sure it still makes sense for the types of users who will receive the message.
  4. Save your changes.

Create a trigger that allows agents to receive “request received” email notifications

If needed, you can create a trigger that notifies the requester and agents (including light agents) that a request has been received and has become a ticket.

To create a trigger that allows agents to receive “request received” email notifications
  1. Create a new trigger, or update an existing trigger, and title it as Notify agent of internal note request received.
  2. Under When ALL of these conditions are met, add these actions:

    • Ticket > Ticket | Is | Created: An end user or agent submits a request, which has created a new ticket.

    • Ticket > Status | Is not | Solved: When created, the new ticket has one of the following statuses applied to it: New, Open, Pending, or On-hold.

    • Ticket > Comment | Is | Private: Use this condition because comments about “request received” are private comments (internal notes).

    • Ticket details > Current user | Is | (agent): The user that last updated the ticket is anyone who is a registered user, but not an agent or an administrator.

  3. Add this action:

    • Notify by > User email | Ticket > (requester): The email defined in this action is sent to the end user or agent listed as the ticket's requester and anyone who is copied on the ticket. The requester is most-commonly the person who submitted the ticket; however, an agent can submit a ticket request on behalf of another user, in which case that user is listed as the requester.

  4. Click Save.

Manually update automations

Update your automations as described in the affected rules list.

  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Macros.
  2. For each affected automation, change the business rules definitions as described in the affected rules. For example, in a Notifications action for an automation, you might make the following changes:
    • Before: Notify by > User email - Ticket > (requester)
    • After: Notify by > User email - Ticket > (requester and CCs)
  3. Review the email body text to make sure it still makes sense for the types of users who will receive the message.
  4. Click Save.

Manually update macros

Update your macros.

  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Macros.
  2. For each macro, make sure the action is appropriate for the current macro.
  3. Click Save.

Manually update email templates

When you enable followers, the CCs email template is replaced by a Follower email template. Check this template to make sure the placeholders work as expected. To update the template:

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click CCs and followers on tickets to expand it.
  3. Select Allow followers.
  4. Customize your follower email template.
  5. Click Save.
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