Why am I seeing references to multiple CC experiences? How can I tell what version of CCs I am using on my account?
Zendesk enhanced the CC experience to function more like email CCs. In addition, the Follower feature was added. The Follower feature functions as a way for agents to be notified of ticket updates without being a public participant. For full details on the updated experience, see the article: About CCs, @mentions, and followers.
Some accounts can still have the legacy CCs version.
To confirm what version of CCs is enabled on the account
- Check your ticket settings. For steps on navigating to your tickets settings, see the article: CCs and followers resources.
- If you see the Set up CCs and Followers option, you are currently on the legacy version of CCs and can migrate to the new CCs experience.
For full steps on migrating, see the article: Migrating to CCs and followers.