| Announced on | Rollout starts | Rollout ends |
| February 10, 2022 | April 12, 2022 | April 12, 2022 |
Zendesk is changing the way CCs are added to follow-up tickets, to better align with security best-practices. Beginning April 12, 2022, only users added to an email that results in a new follow-up ticket will be listed as CCs. Any CCs in the closed ticket that aren't also added to the email will not be included in the new ticket.
This announcement includes these sections:
- Am I impacted?
- Before: CCs on follow-up tickets created via email
- After: CCs on follow-up tickets created via email
- What do I need to do?
Am I impacted?
This change impacts all accounts with the latest CCs functionality enabled.
Before: CCs on follow-up tickets created via email
Currently, when follow-up tickets are created via email, the CCs on the follow-up ticket are copied over from the original ticket, independent of the CCs that were included on the email. This can present a security issue as it may give certain users access to information that the requester of the follow-up ticket didn’t intend for them to see.
After: CCs on follow-up tickets created via email
Once this change occurs, new follow-up tickets created via email will be handled differently than existing follow-up tickets created via email, and follow-up tickets created via the Support UI and API. For example:
- Follow-up tickets created via after this change occurs
Once this change occurs, new follow-up tickets created after Apr 12, 2022 will be populated with the CCs that were on the email that initiated the follow-up ticket. This will more accurately reflect the intention of the user sending the email. - Follow-up tickets created via email before this change occurs
Please note that the old functionality will remain in place for any follow-up tickets which are created before April 12, 2022. Therefore, all CCs from the original ticket will be copied to the follow-up ticket when it is created via email, including those that aren’t added to the email that generates the follow-up ticket. The CCs from the original ticket will therefore have access to the information included in the follow-up ticket.
It is currently not possible to delete the original CCs when a follow-up ticket is created via email. However, it is possible to edit the CCs when a follow-up ticket is created via the Support UI. Once a follow-up ticket is created, the agent has the ability to remove/add CCs on subsequent messages. - Follow-up tickets created via the Support UI or API
CCs functionality for follow-up tickets created in the Support UI and via API will remain the same.
What do I need to do?
If you have workflows that are dependent on follow-up tickets that are created by email having all of the CCs of the original ticket, you will need to ensure that the users sending in those emails use "Reply all" functionality or make sure they include all the CCs from the original ticket thread.
If you don't have these kinds of workflows, then no action is needed. This change will be a security improvement for new follow-up tickets created via email in the future. However, it’s a good idea to make sure that you understand how both new and existing follow-up tickets are going to be handled.
8 Comments
Thanks Benjamin Kirsch !
I see that it says that "This change impacts all accounts with the latest CCs functionality enabled." - just wanted to confirm 100% - does that mean that accounts that are using the old cc functionality are not impacted by this change at all (i.e. all cc contacts on the closed ticket would be copied to the new follow up ticket?). I realise that ccs are handled a little differently with the older system, but just wondered if there's any changes there.
Thanks!
Thank you!
Hi Tim G, that is correct, this update is only for the CCs/Followers feature.
All the best,
Ben
Hi,
What would happen if the person who is not the requestor, but a CCed user, reply to a previous email creating follow-up cases? Would the previous "requestor" still be the requestor or who the person who replied be the requestor now? What about if the CC user replies and the previous requestor is not even CCed on the reply, what would happen there?
Best Regards,
Kyle
Hi Kyle,
If the requester of the closed ticket is present on the email creating the follow-up ticket, then that person will be the requester on the follow-up ticket.
If the requester of the closed ticket is not present on the email creating the follow-up ticket, then the author of the email will be the new requester on the follow-up ticket.
Hope this helps.
All the best,
Ben
Hi Benjamin,
Thanks for confirming the details of that. That is what I was hoping it would do.
Hi there,
Following up on this, we've recently had a situation where this new behavior has caused problems for some real-world interaction. I'm specifically talking about this scenario that Kyle Davis asked about:
We had this come up recently. We had a ticket (T) where the Requester (R) and a CC (C) were both included. T was eventually solved and then auto-closed.
Some time later, C had new information and hit reply-all on the email in their inbox to send that information to us. This email was then sent to us and R. Because of this:
the new follow-up ticket (F) was created with R as the requester. However, even though C sent the email, C was not added as a CC to F, and as a result when we replied to F, our reply went only to R and not C. This meant that although we replied, C did not receive our reply and was then frustrated that we never responded.
I realize, now that I know what happened, that if we'd looked more carefully at the To and CC fields we might have realized that our reply was going only to R and not also to C. However, in other scenarios where someone posts to a ticket but is not set to receive the ticket, their response comes in as an internal comment, which is our signal that we need to be sure the CC list is up to date.
What this means is that if someone is CC'd on an original ticket, creates a followup, and includes the original requester in their ticket, we need to notice that this is the case, and manually re-add them as a CC, otherwise they will not receive our response.
I understand that there may not be reasons to automatically include the sender as a CC on the followup ticket in this scenario (though I'm not sure what they are). However, can you please add some sort of clear, visible, notification that the sender is NOT going to be included in further replies unless we explicitly re-add them as a CC? That would help avoid this scenario and ensure that our replies get to customers.
Thanks.
Joel Boonstra I just encountered this situation myself. My current thinking is to make the requester on the follow-up ticket the actual sender of the email, and add the original ticket's requester to CCs and followers.
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