Understanding CCs and followers

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8 Comments

  • Alex McFarlane

    We used to be able to prevent external users from adding CCs to a ticket.  Is that no longer possible?

    We've found that allowing CCs to add further CCs can lead to data breaches.

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  • Christine
    Zendesk Engineering
    Hi Alex,
     
    It is not possible to allow only agents to add CCs to tickets. When the Enable CCs option is checked, both agents and end users can add CCs to the email thread. This is a hard-coded restriction as one of the goals of the CCs and followers experience is to make CCs behave more like they do in emails.
     
    If this is a roadblock in your workflow, you can roll back CCs and followers for the old experience.
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  • Alex McFarlane

    Thanks - it appears we will need to do this. I think the option to only allow agents to add CCs was there for a good reason and it is a pity to see it has been removed.  We would have liked to have used the followers functionality but we cannot afford that loss of control.

    Can I ask another question? On enabling 'CCs and followers', agents currently CCd on a ticket are automatically converted to followers.  If we rollback, will they be switched back to CCs?

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  • Christine
    Zendesk Engineering
    Hi Alex,

    When you 'Opt out of the CCs and Followers experience', as also outlined in the article I shared above:

    After a few minutes, refresh your browser and open a few of your tickets to verify that the Follower field in the sidebar has been replaced by a CCs field. Existing ticket Followers will still be present on the ticket as CCs.
     

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  • Bruce Whittaker

    Question regarding CCs and Users.

    We have a closed system, where all of our users are registered. If a registered user sends us an email with a CC to a person who is not registered, does the CC automatically become a user in our zendesk?

    We disabled CC's to prevent this from happening, in our current application. If this is still the way cc's are handled then we won't be able to migrate to the new application.

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  • Tony
    Zendesk Customer Care
    Hi there!
    So, according to this article, I don't believe it should happen.
     
    Best,
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  • Jee

    Hi there, I have a question about the CCs and Followers behaviours,

    Say Person A (external client) emails to our registered support email in Zendesk and creates a support ticket. Then, the generic support team (Team B) CC'ed Person C, who is a light agent and/or contributor to take over the said case separately via Outlook as light agents/contributors are unable to send public replies to the requester directly. The issue I encountered is person C is unable to view the identity (email address) of Person A as when the generic support team (Team B) loops in Person C. Hence, when person C wants to take over/follow-up with the said case, he/she is unable to identify/know who is he/she responding to. Is there a workaround to this/settings that I overlook?

    Be glad to hear your advice on this soonest! Thanks

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  • Joyce
    Zendesk Customer Care
    Hello Jee Han,
     
    When a Light Agent or Contributor is CC'd on a ticket, they receive notifications via the Followers notification. These notifications are sent separately from the "Requester and CCs" email notifications, which is why the To: field appears blank in these emails.
     
    Here's a workaround to make things easier: You can add the requester's name and email in the follower notification. You can do this via the Admin Center > Objects and rules > Tickets > Settings. This way, Light Agents/Contributors can see who the requester is without having to check the ticket details in the Support interface.

     
    You can check this article for information about the Zendesk Placeholders.
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