Announcing security improvement for CCs in follow-up tickets created via email

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7 Comments

  • Tim G

    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! 

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  • Avi Wollman

    Thank you!

    1
  • Benjamin Kirsch
    Zendesk Product Manager

    Hi Tim G, that is correct, this update is only for the CCs/Followers feature.  

     

    All the best,

    Ben

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  • Kyle Davis

    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

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  • Benjamin Kirsch
    Zendesk Product Manager

    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

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  • Kyle Davis

    Hi Benjamin,

     

    Thanks for confirming the details of that. That is what I was hoping it would do.

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  • Joel Boonstra

    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:

    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?

    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:

    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.

    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.

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