'Follow' the ticket

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34 Comments

  • Official comment
    Nicole - Community Manager
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    Thank you all for your feedback! You have successfully helped to make Zendesk's tools and products work better for you. The new CC's and Followers functionality has begun rolling out, and this process will continue over the next several weeks. 

    For more information and to learn how to use the functionality, please see the comprehensive list of CC's and Followers Resources. 

     

    This thread will now be closed for comments and archived in the near future.

    If you have questions about CC's and Followers, please post those in the Support Troubleshooting and Q&A topic.

    If you have feedback about the new functionality, please start a new post in the Support Product Feedback topic

  • Max McCal
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    Hey, Maria - 

    What's the difference in your mind? A CC isn't required to interfere in any way. You just get notifications whenever comments are added. What is it that you don't like about being CC'd?

    1
  • Zac
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    In my mind, a CC is an email notification. On the other hand, if I'm following a ticket, I have an interface element in my agent dashboard that displays alerts from tickets I have followed, and summarizes them for quick browsing (a la Facebook threads). I can also dismiss the alerts, or click on them to be taken into the larger context (usually the ticket) (similar to iOS notification behavior).

    Having this dashboard gives me a centralized place to go to check updates to tickets I'm interested in or have a stake in (rather than browsing my emails), PLUS I can dismiss notifications and keep the interface clean (an enhancement to the current Updates to Your Tickets column - which is displaying outdated information once I've clicked into a ticket and resolved it - and my CC's column, which shows a list of tickets I cc'd myself on, but no context, and I have to click into them or mouse over them to see if they were updated lately).

    Another issue with the Updates to Your Tickets column is that every event on a ticket takes up its own "bubble", so if a ticket is assigned to me and then a trigger takes 2 or 3 additional actions, the top half of my screen is now occupied with updates from one event (haha). It would be better if I got notified of the primary event (Ticket was assigned to me) with a subtitle that said And 3 more... that I could click to expand, and there I would find that a trigger also raised the priority, someone commented on it, etc. There is a lot of room for growth in how the notifications provide context, and also how screen real estate can be leveraged.

    Let me know if I'm in the wrong thread...

    9
  • Jonathan March
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    @Max CC's appear in the customer's online instance of the ticket, which leaks internal process inappropriately.

    @Maria, we have a custom field allowing us to silently attach an agent to a ticket and be notified about changes. This could be extended to multiple followers but the machinery is a bit heavy.

    2
  • Maria Misyuk
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    @Max Exactly what was added by Jonathan above. When adding myself as CC, a user will see to my personal email address, which includes my full names and surname. I would not want that. 

    @Jonathan Could you please send me a link where I can read about this custom field? Thanks for your input. :)

     

    2
  • Jonathan March
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    @Maria, we did this manually. I posted a description in the ZD HC several years ago, but was not able to find it just now. In brief, it's a custom drop-down field, with (as always) each possible value associated with a tag for a given agent. There is a trigger for each such agent, to send them a notification if there is a new comment and that tag is set. Sorry to be so brief, jammed for time.

    1
  • Zac
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    Another limitation with the current CC functionality is that other users can remove me from the CC, and I won't get looped in on additional updates. I would imagine me "following" a ticket would be an action only I could take, and only I could undo it.

    3
  • Max McCal
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    We have some upcoming changes in mind. I should be back in a few weeks to ask for some of you to help us with some validation of our ideas. There's a lot of useful feedback here, thank you all very much. We're hard at work in a design phase now for a project touching CCs, as well as "following".

    4
  • Max McCal
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    We are looking to do some validation of our proposed solutions for the CC issues many of you face with Zendesk. I'm currently looking for Zendesk agents and admins with concerns about how email CCs are treated. Just need to schedule a 30 minute video call (it will be recored). If you're willing to do so, please sign up here: 

    [Removed the link; huge response, thank you!]

    1
  • Zac
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    @Max you don't have to tell me twice! Except I'm getting a 404 error from the link shortener :(

    Edit: it is because of a trailing space in the URL. Except when I get to the form, it is restricted to users within your organization.

    1
  • Max McCal
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    Thanks, Zac. I fixed it.

    1
  • Craig VanDeVenter
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    @Max Is there anything happening in this area?  We just implemented and the CC feature isn't very good for our purposes.  For reasons mentioned in this thread.  Customer are now emailing agents directly bypassing support...let the chaos begin.   I was told that a true follow was being dev'd.  Is that true? If so when will it go to market.


    Thank you

    3
  • Max McCal
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    We plan to have some major changes in this area before the end of the year, but at this point it's too early to say. 

    1
  • Sore
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    I really would appreciate a "follow" option. We escalate tickets to 2nd level, and need a view to monitor these.

    Now i've done a trigger to set a field with a value triggered by assign to a specific group, changed from a list of specific groups, but I have to update this trigger it every time I create a new group, because of our setup.

    A common "follow" feature would be great!

    Also please consider that you do not neccessarily have to be a member of the group in which you want to follow your old ticket.

    I do not want my 1st level to have access to all 2nd level tickets...

    3
  • Hillary Latham
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    I agree with many of the comments.  Anyone with any access (including light agents) could follow a ticket without needing to update the CC line.  The purpose might be leadership users following an escalation, a new agent following along to learn about a process, or a backup agent following along before the ticket owner leaves for vacation.  I would expect a follow to receive emails and that email formatting to be different than a CC email so I can visually know the difference between an FYI email for a ticket I'm following versus a CC email for a ticket I might need to chime in on. 

    Because there is no type of field for a ticket owner, our agents have to CC themselves on tickets when they are sent to other internal groups for additional steps and if the customer/end-user replies, the ticket owner misses any updates if they are not cc'd on the ticket.  If we also then CC ourselves on tickets that we just want to follow, my inbox is full of CC emails, some of which are more important to see than others, and it's all just so I don't miss an important update while a ticket I own is not currently assigned to me (which is probably another discussion than just following a ticket).

    2
  • Kor Kim Sing
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    Hi any more updates on this? The follow feature is the missing feature I need.

    2
  • Jeffrey
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    Same here. Any update yet?

    2
  • Rich Lorenzo
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    +1 for this

    2
  • Nicole - Community Manager
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    Hi all - 

    No updates on this; while there are some improvements and changes coming to CC functionality, 'following' tickets should be accomplished by ccing agents. 

    1
  • Bill Skaggs
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    This is pretty much what I expect every time I search for Zendesk issues. A year old thread of a bunch of people asking for a feature, a vague promise to add it, months of silence, then "sorry, the feature isn't coming, but soon we'll release one that won't solve your problem". I have yet to see a thread where a feature is actually added at the end.

    4
  • Rich Lorenzo
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    "Follow the customer" would also be very useful. These are native features that other platforms make central to their product.

    4
  • Mike Norris
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    In concur with the community here - a useful feature that sadly seems ignored. Not only that, after using several other ticket systems at separate times and alongside Zendesk for the last ~5-6 years, it feels like what someone said above - Zendesk promises an update, gives us radio silence, then ultimately pushes out a semi-related feature that doesn't really help the people in the given thread. The end result, end users are left to customizing their own Zendesk environment to make it work when Zendesk should be the one providing the (at times) basic feature requests. 

    4
  • Kor Kim Sing
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    I felt the same as Bill and Mike, the half baked workaround of "cc" shows the half hearted Zendesk knowing just half the central issue of the executional and managerial need to effectively follow tickets.

    2
  • Said Zouaghi
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    Indeed disappointing that Zendesk failes to understand why CC is not a solution. Would it be that difficult to implement a permanent BCC field, effectively solving the issue?

    2
  • Helder
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    Has the FOLLOW feature been implemented yet?
    ZD mention it in the last webinar but we cannot find a way to activate it.

    1
  • John Gieschen Jr.
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    We just went live and I can't believe this doesn't exist

    2
  • Gabriel Granger
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    I am also looking for this sort of functionality. Is it coming soon?

    2
  • Melissa Kayle
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    Just want to add my vote for a follow feature! :)

    0
  • Andrew Soderberg
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    This went live for us today! 

    1

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