BCC's
PlannedDear Zendesk,
We have a Zendesk and would like to request a new feature if possible.
Could you please add on the ability to include "BCC's" to outgoing tickets. We would love to include some people into some tickets, but would prefer that the recipient doesn't see the bcc's.
Thanks!
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Official comment
Thank you everyone for the feedback on this thread. I’m happy to say that we have couple of new updates around CCs functionality and where we are with BCCs:
We are currently developing CC functionality addressing all of the pain points we’ve captured from our customers, and the enhanced functionality is currently slated to roll out with limited availability in Q4 of this year. We’ll share more information about CC functionality and the limited availability access as we get closer to rolling it out.
The new CC feature will behave more like email and users will be able to see who is CC’d. It will also include a new feature called “Followers” for internal Agents and Light Agents. They will be able to make private comments to the tickets and end-users who are CC’d will not see their information.
Work on BCCs is on our roadmap following after a couple of other projects. I will continue to post updates in this thread around that feature when it is closer to development.
Thanks for your participation and feedback. It’s really helpful in this process and we appreciate you taking the time to share and help us make Zendesk better for you.
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No plans for this at the moment I'm afraid Adam.
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Hi,Jake. I'd like to add my support for BCC's on tickets. There are numerous times we really need. Often we need to blind copy someone outside of Support or even outside of the company on something we are sending from Zendesk. And, very, very often we need to help users with registered email account resets. BCCing the currently registered email account on our communications is good for account security and a huge time-saver in many cases.
If you could reconsider adding this, I'd really appreciate it.
Marc :-)
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We'd still love to be able to use this feature.
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Actually similar:
We would like the ability to have a BCC: built in by company; that is to say when a support request from user@companyx.com is submitted, manager@companyx.com [already a member of our helpdesk] would recieve the same "Ticket Created" email the requestor gets.
Several clients wish to know when/what their staff are requesting. If there was the ability within the Company to designate an "new request also sent to:" field, we would be happy.
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Adding my vote on this one. The "Email group" trigger action always puts everyone in the "To" line, which makes it difficult to do email filtering on notifications which mention you specifically.
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Yes, we'd very much like this. We often want to copy replies to other members of our team. Must be very simple to add but a valuable addition.
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I need this bcc function too. Please add it!
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bcc is important for our organization as well.
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Would be great to add this. It would makes our lives SO much easier.
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Yup, this would be a very valuable feature for my organization too.
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This would certainly help a lot! It's a real pain to switch back to Outlook for my BCC needs. #firstworldproblems
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Hi Jake, any reason why this is not planned? It would definitely help us a lot.
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This would greatly help us in sending client notification to a list of clients, and this way be able to track them on zendesk
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Highly important feature. When an agent provide a complicated answer we need other agent/ manager to be placed on Bcc
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Cmon' Jake. Give the people what they want.... BCC's!
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Would love to see this feature too.
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Me too, me too -- please add BCC's.
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We need it too.
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Been almost 2 years since I first started asking for this; it seems it would be a very valuable addition for a large number of people --- perhaps soon?
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Our company would love to see this feature baked into the app. We'd like to get copies of the emails but don't want to expose our personal email addresses to our end users!
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I agree. we send a lot of emails and I would like to add the option of BCC managers etc without the customer knowing about it.
I think its very basic, not sure why its not there from the get go.
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As previously mentioned this would greatly help us to manage certain clients notifications, and also would allow a different level in managing interaction with clients and will not have to use different systems for certain client affecting issues.
I believe having BCC is basic for any organisation trying to manage its client base using Zendesk.Would you please be able to provide any update in terms of whether adding BCC is being considered and if so provide any sort ETA?
As always many thanks for your support!
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The bcc: option would be good for me also. The system I just migrated from had bcc:. I could copy myself and support managers in on a particular thread. There are times I want to send myself a copy of a support ticket to help with a particular problem or customer. Also a 'Save' option would be great. I did not see one on the support pages. I like to do saves for my support tickets, especially if I am responding to a long customer inquiry or the response is rather long and detailed.
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I would also like to add our organization's vote to have BCC's available in outgoing tickets.
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Would definitely be useful for us too.
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We are really interested in this feature. I hope it is still being implemented...
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I guess I'm confused as to why this cannot be implemented. I can BCC in my Aol mail account from 15+ years ago... is it a security issue? Or just not high on any priority lists? Is there some work around? Right now I have to copy each mail into my personal account to have records of my conversations... it would be SO helpful to just BCC myself in. I know it says not planned, but really? Not at all? Hopefully it will be someday... or a work around... I just need *my* messages sent to be, not everyone's. Anyhow, I really hope this is somewhere in the works. Thanks :)
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BCCs are necessary for us too. I want the ability to notify our sales people of potential clients, and pass on higher level accounts to them. Sales people do not use ZD, as it is our support tool, so we need a way to notify them of contacts they need to make. Currently, we have to go back to our old support mail and forward the message from there. We should be able to do it directly from ZD. This is a basic function.
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I'd like this also.
bedphones.com
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