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

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6 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! 

    1
  • 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

    2
  • 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.

    0

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