CC problem

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112 Comments

  • Drëw
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    I agree with Sebastiaan,

    We use Zendesk and it is helping us in many different ways. but this issue has caused serious problems. Even the bigwigs have asked us for explanations about this issue and though about closing it... Fortunately we have been able to explain it, we have do some rules in the email (blocking the internal emails) and we have transmitted that Zendesk is working on the solution.

    We can understand that when a person left the company it may cause difficulties in the projects, but it has happened more than 2 MONTHS ago and it seems that we are still at the same point of looking the new PM. It means more than 2 months lost in a problem that is very important for us (and quite more customers)

    We are still waiting (almost 6 months since we have the meeting with Max) and it is a quite frustrating. We have defended Zendesk and we still trust them but it seems that it is not a top priority for Zendesk (and honestly we do not understand why). 

    At this time we need to see some movement from Zendesk, there have been enough time to replace Max. We will be waiting for the information of the next week.

     

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  • Joel Hellman
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    Since I guess there is a new PM here, I want to remind on the issue that email replies/forwards back to Zendesk where the sender has changed the support/recipient address to another address, should never update the original ticket.

    For switching between brand support addresses, that's obvious, but it's important for support addresses in the same brand as well, since otherwise any emails replies back to a company's Zendesk can end up in any support group, and not the indented one.

    All which contributes to the fact (the Achilles' heel) that replies back to a Zendesk ticket might end up at a destination the sender definitely didn't intend it to, as well as spreading confusion to everyone involved. Which is the core of this thread, I believe.

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  • Nicole - Community Manager
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    Hey Drew and Sebastiaan - 

    Thanks for the feedback. I honestly cannot speak to the hiring or HR side of things; I don't know what qualifications they were looking for, whether any of our existing PMs had the right skills or were interested in the job, if they took the opportunity to redistribute some responsibilities... the delay could be any number of factors, not the least of which is the significant competition for top talent in Silicon Valley. 

    I can't fix the challenges of our past, and I know how frustrating it has been at times. But I'll do what I can to get some information and give you an update on where the team is at with resolving the CC issues.  

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  • Drëw
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    Hello again,

    Any update about it?

    It has been more than 1 month since the last update and still we do not have any news...

    Any feedback will be more than welcome

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  • Nicole - Community Manager
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    Hi Drew - 

    I don't have an update at this time, but will share one as soon as I can. The product teams are in the midst of several planning meetings for 2018 at the moment. 

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  • David Newman
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    Not sure if this is related, but if I can add to this discussion on the way CCs are used by ZenDesk. We have end users who receive an email from the system, but they have no idea CCs are on the ticket as ZenDesk doesn't show this information. They then reply to the message unaware that their message is going to other people as well - they reply completely unaware of this. While we have tried to train our users to avoid doing this, it is often a gut reaction to just reply if you are using your email system, and you will therefore be oblivious to the CC taking place.

     

    Would be good if this could be improved so that either CC information is clear in an email.

     

    David

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  • Van Nguyen
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    Adding to this thread.

    The auto-populating of the CC field should be optional. 

    Our agents tend to mention other agents in a ticket and as a result, the agent who was mentioned will be automatically CC'd in the ticket. This tends to be a problem because we don't want to expose our agent's email address to customers.

     

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  • Tim
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    We just recently launched with Zendesk and am disappointed in how this functions. When I came across this thread from a few years ago, I figured it would have been resolved by now but I see it hasn't. I don't know what to do about this, but as a new Zendesk customer it's really troubling that this behavior hasn't yet been fixed. It seems like it'll just be a matter of time before something embarrassing happens related to this CC: mess.

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  • Julie Granillo
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    We started tested Zendesk with our customers and very quickly had an embarrassing situation.  I've been waiting for the past several months for Zendesk to fix it before we roll it out across our company, but it hasn't happened, and it seems like it's not going to happen.  Therefore, we're leaving Zendesk and going with a different provider

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  • Drëw
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    Hi Tim and Julie,

    It is totally frustrating the situation. It is and has been a major problem for a lot of people now, but the worst is the answer of Zendesk. We have been waiting for more of 6 months just to have an update of the situation. For me it is clear that they are not going to do no anything.

    So now, since there is no answer from Zendesk, we are also looking to similar applications without that issue (and better customer service). 

    If someone is thinking about starting with Zendesk, we do recommend to test the CC working deeply before deciding to make sure that it is not a problem for your application.

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  • Nicole - Community Manager
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    Hi all - 

    I received an update from the product team yesterday: 

    "As of now the CCs functionality in Zendesk works with a paradigm that everyone on a ticket should be updated. But this is not expected behavior in many scenarios.

    Going further : Zendesk Support is updating how you collaborate on tickets. Before, CCs included both internal (agents and admins) and external (end-users) users. Now, bringing additional colleagues and end-users into a ticket’s thread which works like traditional email, and you have more control over who receives certain ticket email notifications.

    There are now two types of user adds:

    CCs allow you to include end-users and agents on ticket notifications. CCs can be added by either internal users (agents & administrators) or external users (end-users).

    Followers allow you to include additional internal users (agents or administrators). Followers can be added by internal users, or by end-users when collaboration is configured to allow it.

    We are currently in implementation phase of this new paradigm and will start an EAP by the end of Q1."

    We realize that this may not satisfy all of the many and varied requests in this thread, but hope that these will be the first steps toward making a better experience and functionality with CC's going forward. 

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  • Tim
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    Thanks for the update, Nicole. A key followup question...

    When one of the people cc'd hits "reply", will their reply be private or public?

    Right now, hitting 'reply' creates a public comment - essentially doing an unexpected 'reply all' instead of a 'reply' (i.e. potential embarrassment). I can't tell from your description whether that is being changed.

    The tool we're coming from (Freshdesk) allows us to forward an email to a 3rd party, and replies are kept private (see documentation). That's the type of functionality we, and I think others, are looking for (whether via cc: or forwarding).

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  • Merijn
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    Hello Nicole,

    I've created a macro with some liquid markups to enter CC information in the ticket.  Since today it seems not working anymore.  Could it be that the recent changes are causing this?

    If so, I hope for a quick repair off course, but then I'm least relieved...I was looking for some time what was wrong.

    Kind regards

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  • Jaimini Patel
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    Hi all, 

    I am Jaimini - PM for Email.

    In the new CCs functionality when you hit reply --It will proactively tell you - if your reply is going to be public or private. 

    Additionally you will have full awareness of who are the recipients at any point in the conversation.  

    Thanks 

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  • Tim
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    Thanks so much for the response, Jaimini.

    I'm trusting that the 'you' referred to is the non-agent recipient of the cc'd message. That is, when non-agent recipients are replying to the message (from their favorite email program) it works as they'd expect.

    Just wanted to make sure. Thanks for your work on fixing this.

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  • Jaimini Patel
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    Hi Tim, 

    Sorry for the confusion.  The new CCs functionality will definitely address the non-agent recipient scenarios and agent scenarios.

    The whole idea is to give agent a capability and visibility of CCs on a ticket,  nearly following traditional email convention. 

     

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  • Julia Westbom
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    Hi Jaimini and Nicole,

    Thanks for the response, but I think this is still unclear.  Can end-users respond to emails from Zendesk without the response going to the CC'd end-users? 

    What does "nearly following traditional email convention" mean, and can you provide a demo of the new functionality?

    Julia

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  • Jaimini Patel
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    Hi Julia, 

    Apologies for late response. 

    Presently we are preparing demo material for new CCs functionality, I can give you more clarification then.

    We are in the development phase and are addressing all the concerns which gives an agent more control and visibility. 

     

    To add more -- we will open a community post  sharing a demo and training material for new CCs.

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  • Matthew Jones
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    Hi Jaimini and Nicole,

    I am a relatively new user to the ZenDesk Platform. We are going through a pilot with part of our Customer Support Team now and have stumbled on this issue that others have experienced as well. I am encouraged that there appears to be positive progress on this item. As others have stated, this has the potential to be a problematic item. For us, it does not make sense at this time for our entire organization to use ZenDesk. However, we do need support from other departments sometimes. When items cross into a department or management layer that is not using ZenDesk it will be difficult to manage and know who is seeing what.

    Can you offer any rough lead time on the deployment of these new CC's options/functionality?

    Thanks for your time.

    Matt 

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  • Davide Marquês
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    Hi Jaimini and Nicole,

    Nice to see some progress on this topic!

    With the new developments will it be possible to block email forwards from being added to the ticket as public comments?

    Case in point / embarrassing scenario that we'd like to prevent:
     - Account manager receiving ticket updates via email;
     - Decides to escalate;
     - Forwards the ticket email thread to the Support (email address tied to zendesk) adding his/her reasons for escalation;
     - Zendesk make the the email content visible to the customer as part of the original ticket

    Will we be able to prevent this?

    Many thanks!
    Davide

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  • Jaimini Patel
    Comment actions Permalink

    Hello David, 

    Thank you for sharing your concern.

    In your scenario -- Yes,  Account mangers will be able to forward a ticket with a comment, which will be private. Zendesk wont make that email content visible to end users. 

    The new solution will be more robust and will give more visibility of where the content will be shown.

    We understand that there is lot of curiosity and concerns around the new solution.  Hence we will be starting a community post and an EAP program soon enough to discuss them. 

    Thanks

     

     

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  • Ramon Boonstra
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    Hi Jaimini ,

    We also have some issues with the @mention and CC's.
    So can you add me to the test program?

    Thanks.

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  • Tim
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    Jaimini or Nicole,

    Is it possible to get a status update for this? Nicole's original Feb 13 post said the product team was hoping to start an EAP at the end of March. We're eager for a fix, so eager for any updates you're able to give.

    Thanks for your work resolving this issue.

    Tim

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  • Nicole - Community Manager
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    Hi Tim, 

    The CC project hit a few snags, so it's still in process, but the EAP has been delayed for the moment. The product team hasn't provided an ETA for it as of yet; I believe they're still trying to sort that out. But we'll be back with updates. 

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  • Drëw
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    Hi Nicole,

    Any update about it?

     

     

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  • Nicole - Community Manager
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    Hi all - 

    We have a new Product Manager working on CC's, and she'll pop in to provide an update once there is something to share. 

    Timelines do change constantly with product development, so timelines aren't set in stone. But CC's are something the team is actively looking into. 

     

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  • Jessica Berry
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    Hi Nicole,

    Is there an update on the timeline for this? My team is new to Zendesk and we anticipate the CC functionality being a major pain point for us. Would love to understand the current status and potential timeline for a solution. 

    Thanks!

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  • Julie Granillo
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    We've been waiting for well over a year for this and there seems to be zero progress and little communication.  I'm cutting the cord.  See you later, Zendesk.  We're going with another provider.

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  • Tim
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    @Zendesk staff working on this.

    If it's helpful, here's how it works in our Freshdesk account (that another department uses). I'd love it to work the same in Zendesk, since the behavior replicates traditional email and therefore no surprises:

    • When replying to an end-user, support agent can cc: any email address (e.g. "I'm cc:ing Bob so he can respond..."). End-user receives the response and can see that Bob was cc:ed.
    • The end-user can choose whether to reply (to support agent only) or, more typically, reply-all (to support agent and the cc:ed party, e.g. "Thanks, I look forward to hearing from Bob...").
    • The cc:ed party can choose whether to reply (to support agent only, e.g. "I can't help with this. It needs to go to Sally.") or, more typically, reply-all (which goes to agent and to the end-user, e.g. "Glad to help. Here's the answer...").

    In addition, here's how Freshdesk handles forwarding. Again, it replicates traditional email:

    • Support agent can forward to any email address. When doing so, it forwards the email thread and logs it as a private note (e.g. "Jane - Can you help this person?).
    • Forwarded party can reply to support agent, in which case it's logged as a private note (e.g. "No, it needs to go to Sally.").
    • Or, depending on the situation, agent could tell forwarded party to handle it from here and close the ticket (e.g. "I'm forwarding this in case you'd like to follow up in any way..."). The forwarded party then handles it outside of the ticketing system as appropriate.
    • The forwarded party can re-forward to the end-user and bcc: the support agent on that message (so they know it's been handled, but bcc:ing so the support agent is taken out of the loop of future back/forth). Again, it logs that bcc: as a private note.

    When viewing the ticket, each message has header information that mimics email header info, showing who it was from, to, and who was cc:ed or bcc:ed.

    If Freshdesk can do this, I'd hope Zendesk can too. And soon.

    Perhaps there is some worry on Zendesk's part that providing this functionality could reduce the number of agent licenses needed by its customers. If so, I don't think that should be a worry. The cc: scenario is for the oddball situations where you need to loop a non-agent into a conversation. Anyone who is regularly interacting with end-users will find it much easier to have their own Zendesk license. This cc: functionality is for the exceptions.

    I hope this is helpful as you consider the details of how this should work.

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  • Nicole - Community Manager
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    @Jessica - 

    We aren't able to share any specifics about development timelines in the Community. CC functionality is something that the product teams are continuing to work on, but we don't have any more detail we can share about what solutions may become available or when at this point in time. We will continue to update this thread as we have things that we can share publicly. 

    @Tim - 

    Thanks for those insights. I've made sure they've been shared with the appropriate folks. 

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