CC problem

Planned

107 Comments

  • Sebastiaan Wijchers

    Hello Jessica,

    The case you describe we run into once in a while as well. In your case your founder is an agent and you can circumvent it with some settings, but what if that party is not an agent? The comment will be public anyway.

    People who mail from their client should trust that their message is only exposed to the people they address, not to requesters and CCs on the ticket. Most of our end users aren't even aware they are 'talking' to a ticketing system like Zendesk..

    With kind regards,

    Sebastiaan

    1
  • Stephanie Petersen

    We have the same issue. This was posted back in 2013 - has there been any improvements to correct this issue yet?

    1
  • Drëw

    We are having issues with that too.

    Person B in CC of the first email, is trying to answer only us and forwarding the information to our engineering department and it is arriving to the customer!!! In other language and with sensitive information.

    It may cause us big issues.

    It is surprising (and quite disillusioning)that this issue has not been addressed in more than 3 years now...

    Are we expecting something soon?

    1
  • Max McCal

    Hey, everyone - 

    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!]

    4
  • Lester Madden

    @Max

    Awesome.  cc's drive me and the entire company nuts.

    I have signed up for the call.

    0
  • Jessica Goldring

    Good Morning,

    Unfortunately, I'm not able to make the call, however, I think this problem can be easliy solved.

    If the default setting, when cc's are enabled, is for all comments to be entered into a ticket as an internal note, it guarantees that cc comments will only go to support, and not to the end user. This way, the agent on the ticket is the only person who can create a public comment, and the agent must manually make the change within zendesk.

    If the admin chooses, he/ she can change the default to public comments. All Zendesk has to do is add a big, bold-type warning about the potential issue it creates in the settings.

    0
  • Kevin Lange

    Hello,

    I signed up for the call as well.

    @Jessica Goldring -- I believe your use case can be satisfied by a the light-agent add on. You basically assign all of your internal users (other than full agents) the light-agent status. Light-agent cannot create public comments and when they forward email to support it's basically a handoff.

    My use case is slightly different. We tried the light-agent route but our account managers want to be involved in the conversation and need to be able to communicate with the client within the same thread. Light-Agent doesn't work for us because account managers responses are always private.

    I ended up changing our account managers back to end users. I then updated email templates to include a list of all recipients if someone responds to the email. This is to avoid the embarrassing situation of 'private comments' going public.

    However, our problem now is that we don't have an easy way for our account managers to communicate privately with us and are forced to use alternative channels such as slack or direct email. The problem with this is that there is no audit trail of these communications.

    For my use case, I need a way for our account managers to have the ability to both communicate privately with agents via email and also be able to communicate publicly via email. Our account managers do not log into the Agent Dashboard and it doesn't make sense for us to purchase 40+ agent licenses for them. 

    ~Kevin

    1
  • Nilo

    Hi Zendesk Team,

    Is there any solution at this now? I've noticed that this article has been raised since 2013. Hopefiully after 4 years we have managed to find solutions already.

    What happened to us is that our Client received an email thread from our Internal conversation email? Which shouldn't be happening.

    Thanks,

    Ranilo

     

     

     

     

    1
  • Max McCal

    Hey, Ranilo - 

    As I mentioned above, we're in the design phase for this project. We'll share more information as we have it.

    0
  • Julie Granillo

    Hi Max - Any updates on this?

    0
  • Max McCal

    Nothing yet, no. Designs are nearly complete, but we have not begun development. We're still focused on some important reliability concerns, but are growing our team to make it easier to work on multiple projects at the same time.

    0
  • mis

    Any updates on this one? 

    0
  • Outsystems

    +1 

    I'd like to know also! I have my stakeholders pressure me about this topic. I need to give them an answer immediately!

    0
  • Drëw

    +2 

    It is being a big problem for us. 

    We tried to write Max, but it seems that it is no longer working for Zendesk. Is there anyone in charge of this? Any update about it would be really appreciate.

    We really need to solve it!

    0
  • Nicole - Community Manager

    Hey guys - 

    You are correct that Max has moved on to his next professional endeavor, with which we wish him all the best. I'm looking into who is taking on his projects while we look to fill his role, and will let you know what I find out with regard to the development of this feature. Standby!

    0
  • Nicole - Community Manager

    Okay, update time! I have official word that our development team is currently working on a solution and is hoping to have something in customers' hands to test before year end. We realize that this may appear to be a simple functionality, but there are implications across the product, which is why this is taking a while. 

    Please be patient, know that our Product Managers have heard your requests, and they're working to create a solution for you. Also thank you to everyone who shared feedback so that we can develop something useful for you!

     

    0
  • Heather R

    @Nicole,

    I don't know if there are others that would agree with me but we do NOT want the proposed solution... It exposes our agents' emails and could unintentionally encourage customers to engage directly with our agents outside Zendesk, a tool we worked so hard to adopt.  Additionally it introduces additional complexities for our agents.

    I would be more than happy to elaborate or participate in additional sessions/discussions.

    (Ducking from those of you that probably want to throw tomatoes at me. Sorry! I hope you will pardon me for being the minority in this discussion, have differing business needs)

    0
  • Nicole - Community Manager

    Hey Heather -

    What proposed solution are you referring to? I know that there are developers working on a solution to these problems, which they'll be doing some testing and getting user feedback on later this year, but I don't have any specifics on the specifics of said solution at this point in time. 

    I realize there was a call with Max back in April, but am not sure what was proposed at that time or how the project may have changed since then. I'll try to get some more specifics for you. 

    0
  • Lori Anne Graziano

     is anyone including a disclaimer in their comment updates to requesters? 

    0
  • Stephanie Menzel

    Hi Nicole,

    I was wondering what the update is for this issue? Our company is new to Zendesk and if we would have known that this was an issue we would most likely not have used Zendesk. With only being a few months in we have had already a few embarrassing situations due to this problem. I would really like an ETA.

     

    Thanks,

    Stephanie

    0
  • Nicole - Community Manager

    Hey Stephanie -

    The Product Managers have been at an offsite doing their planning this week, so I should be able to find out what they're up to soon but haven't been able to get hold of them the past few days. Hold tight and I'll let you know what I find out! 

    0
  • Nicole - Community Manager

    Okay, word is that the Product team is actively working on resolving the cc issue. They don't have a firm timeline, but they're aware that it's been an issue for a long time and that it's of high importance. We'll provide further updates to this thread as we get them, but know that this is something that is getting dealt with. 

    -1
  • Lester Madden

    @Nicole

    Good to hear that cc’s may finally provide good workflow.

    As I explained to Max on a call earlier in the year. We need some way to control what gets sent to the cc list. In my case (and probably many others too), 99% of the time we don’t want anything sent to cc list (especially light agents) unless we explicitly ask for it to be sent. Someone in Sales who happened to find their way on to a ticket cc doesn’t need to know every time we make a private note about something. If it’s relevant we’ll share it, otherwise it just confuses people.

     

    0
  • Nicole - Community Manager

    Thanks for the feedback, Lester, and thanks for your patience. It may still take a while for them to figure out exactly how to fix the problem, but they're working on a solution. 

    -1
  • Eugene Tarasula

    +1 on greater control over CC as it has been described here. Need more granularity, its wayyyy too simplistic as it is. 

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  • Martin

    +1 for this function. 

    0
  • Josh

    We just ran into this issue today. It's a catastrophic oversight that causes tremendous harm to our business. We've canceled our account because of it. We won't be doing business with Zendesk again because we consider this to be gross negligence on their part.

    1
  • Outsystems

    +1. they are always saying that they have the issue in backlog but the fact is that nothing happens.

    0
  • Nicole - Community Manager

    Hey Eugene, Martin, Josh, and Digital Admin - 

    As I mentioned earlier this month, this is something the Product team is looking into. There are many complicated issues around CC's, and they're evaluating what the biggest and most widespread problems are and looking into what can be done to improve the use. 

    There has been a bit of delay as the PM who was originally driving this development moved on to a new adventure a few months ago, and it takes a while to backfill and train a new person in this kind of role. 

    I'm connecting with the Product team next week to get updates, and will let you know where they're at with CC improvements. Thanks for your patience.

    0
  • Sebastiaan Wijchers

    Let me start with a disclaimer; I love Zendesk.

    That being said, this is really the Achilles' heel of Zendesk. People are complaining about this for years, the most terrible accidents are caused by this, but it was never really taken seriously.

    The things that Max McCal showed me before he left looked promising, but we really need a solution A.S.A.P. Especially with the GDPR coming, and the CC opens up all kind of possibilties to have private information end up at the wrong places. You could see a CC accident as 'data breach', which can be fined and needs to be reported.

    Why all the delays? Why a new PM that needs to be brought up to speed? Why not put an experienced PM and team on this and make it your top priority?

    4

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