Ability to disable emails to CC's

4 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    Hey Donna - 

    I'm going to move this post over to Q&A to see if any Community members have any suggestions for you. Also, I know that Product is doing some work on cc's and bcc's, though I can't say for certain whether it will impact this particular issue. I'll make sure the appropriate PM sees this question, though. 

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

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  • Frits van Dee
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    We are searching for a way to prevent email to be sent to cc as well. Our use case is that we need to add a PUBLIC reply when we want to fool the SLA system when a "thank you" message is received. We created a macro that sets a tag "silentpending". While adding a public message on the timeline that will be visible via My Activities we prevent an email to be sent to the reguester. Unfortunately we can not prevent email to cc based on that tag....

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  • Daniel Pohl
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    We merge hundrets of emails (tickets). Our clients and partners are constantly disturbed by all the automatic merge notifications that are sent out by Zendesk like: "Merged this Ticket (#114913) with new incoming Ticket (#115305) on 4/26/2019 3:02:11 PM". Everyone in CC complains about this information. Not only that it is totally useless, it is also unwanted and irretating. We are an airline and in our buisiness world, "ticket" is a flight ticket. So we receive hundrets of questions from people who received this merge notifications like "why did you merge my flight ticket? and what did you mean by it?" or "what do I have to do now? You wrote I should reply to this email and that you merged my tickets!"

    Can you please, please give us a way to cut that off? This has a high importance to us!

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  • Dan Cooper
    Comment actions Permalink

    Hi Daniel, 

    You have the option to hide these notifications from your customers by setting them to internal notes.  You need to uncheck the Requester and CCs can see this comment checkbox on your merge prompt. Note there are two of them. 

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