BCC's

Planned

143 Comments

  • Ellen Mason
    Comment actions Permalink

    Thank you Max for looking at this.  Below are my responses

    I want to be able to cc some lite agents and end users.  We would like to be able to notify end-users via email without them seeing each other as well as lite agents and management staff depending on the situation.

    For us - it would be different users - such as use cases where we resolve an issue that affected multiple end-users from different clients.

    If a reply comes in from a BBC it should be made as an internal comment on the ticket so Agents can see it, but not anyone else on the cc list.

    Ellen

     

     

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  • Johannes
    Comment actions Permalink

    Hi Max,

     

    Please find below my feedback:

    • I would like to BCC other people within our organisation (who is not part of agents group ; eg: CIO or account manager) ; the reason is, so that they are kept in the loop of what's happening with their account
    • As they are not in the agents group, I would say they are end users
    • Different each time
    • To keep it simple (similar to the way normal email BCC works), when BCC'ed user replied, make it public comment to everyone

     

    Thanks

    1
  • Nadia De Vriendt
    Comment actions Permalink

    hi Max, thanks for your feedback. So here are our needs for bcc's

    • Who do you want to BCC, and why? 
      We'd like to bcc internal teams so they are kept in the loop of certain events and information.
    • _Agents or end users?
      _agents should be able to bcc. The people we bcc are neither. They are external email addresses (sometimes group emails) who don't have access to Zendesk
    • The same people frequently or different ones each time?
      In our case it would probably come down to about 7 or 8 frequent email addresses, although this may be subject to change
    • What behavior do you expect from Zendesk when people reply to a BCC message?
      that it's an internal comment to the ticket and end users don't see the response (best case scenario would be that they can choose this themselves somehow, but if this can't be done, I'd just prefer internal comments to be on the safe side :-D)
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  • Can Do Systems, Inc
    Comment actions Permalink

    Now I'm beginning to understand the complexity of implementing BCC in Zendesk.

    Our main use is for broadcasting a message to customers. For example, to inform our customers of a product update.

    Our preference would be that if someone who was BCC'd replies to us, that a new ticket be opened up for that response. What would also be nice is for Zendesk to post and internal note on the original BCC post, identifying the new ticket number opened and by whom.

    0
  • Ryan FitzGerald
    Comment actions Permalink

    Our use of BCC would be for agents to keep top management (CEO or CTO) aware of either a specific customer's issue or an emerging trend. We'd like to be able to do this without exposing their email addresses to the client.

    0
  • Philip Z.
    Comment actions Permalink

    Hey Guys,

    One of our support guys here found out that there's an app that can do this for you :)

    https://www.zendesk.com/apps/zcc/

    You can also find this app in the market place in the account. (Admin ->Apps -> Marketplace)

    Thank you

    Philip Z

    3
  • Remco
    Comment actions Permalink

    Installed immediately! Works straightforward. Thanks a lot Philip!

    1
  • Ellen Mason
    Comment actions Permalink

    This application installed very easily and I found it worked just fine.  Thank you.  One question how many bbc's can you have for a single ticket.

     

    the cc's limits 24 what is the limit for bcc's.

     

    Best,

     

    Ellen

    0
  • jonathan
    Comment actions Permalink

    I installed it, but can't see where to configure the bcc email address, any idea? thanks!

    0
  • Remco
    Comment actions Permalink

    Hey Jonathan, it does not need any configuration. Just go to an existing ticket and look at the apps section. On your right-hand side you will see:
    Its nothing more than that! Good luck!

    https://www.zendesk.com/apps/zcc/

    or
    Admin ->Apps -> Marketplace -> Search for ZCC

    0
  • Jennifer Rowe
    Comment actions Permalink

    Hey Remco, thanks for helping. :)

    0
  • jonathan
    Comment actions Permalink

    Thanks! this is very useful... I see that for each case we have to add the bcc email address manually. Is there a way to configure it such that the same email address is added as bcc to all emails? 

    0
  • Claire Smith
    Comment actions Permalink

    To add to this thread..

    Mine is more of a "create multiple tickets in one go" request: 

    We often have to contact a number of customers with the same message (eg the item they have ordered is out of stock). In a "normal" email system we would bcc the customers in the message, but with zendesk we have to contact each customer separately.

    We would like it so if the customer replied it created a new ticket so we can reply to the customers individually and we have not shared the customers private details. 

    Also I am not sure why the BCC app is only limited to admins? 

    Thanks 

    0
  • Gary Jackson
    Comment actions Permalink

    +1 on this too please.

    Another option which may work for some - add the ability to "Tag" an agent in the ticket?  That then sends an email out saying you have been tagged in a ticket.

     

    So like Jira and Confluence does - add @username to an internal note and it will send an email to that person.

    So you could put...

    Hey @adminteam please take a look at this as it has the address you have been asking for.

     

    Make sense?

    0
  • Remco
    Comment actions Permalink

    Hi Gary!

    You can configure this by using triggers. Although screenshot below is in Dutch, you might get an idea.


    Or, if you like to use the Jira/Confluence way... Check out this last feature from Zendesk, available since somewhere-in-February. https://support.zendesk.com/hc/en-us/articles/217167857

    1
  • Erik Haan
    Comment actions Permalink

    It's very important for our organization to BCC Salesforce (using their Email to Salesforce BCC address. 

    0
  • Jane Scott
    Comment actions Permalink

    @Claire Smith and @Support (and anyone else who's looking for BCCs as a means of mass message broadcast), we stumbled across a couple of existing Zendesk apps which might serve the purpose, depending on your use-case.

    For creating multiple identical tickets for a list of customers, the "Proactive Tickets" app: https://www.zendesk.com/apps/proactive_tickets

    For cloning existing tickets, the Clone Tickets app: https://www.zendesk.com/apps/clone-ticket

    NB: We haven't tried either of the above apps ourselves - we randomly stumbled across them today whilst combing through the App Directory looking for something else :)

    And of course for individual ticket BCCs (as @Philip Z mentioned in an earlier comment) there is the ZCC app: https://www.zendesk.com/apps/zcc/

    0
  • Erik Haan
    Comment actions Permalink

    Helpful, thanks!

    0
  • Alison
    Comment actions Permalink

    Please note that I spoke with ZenDesk regarding the ZCC app, and according to them:

    The second of these system-level permissions Can manage channels and extensions appears to be related to the Administrators-Only nature of this tool.

    Therefore only admins and owners with this right can use that app (as I believe Claire indicated above), or the agent needs to be given those rights.  Otherwise, agents, such as myself, still cannot use ZCC which is unfortunate.

    I wish they would just add BCC capabilities for us...

     

     

    0
  • Brandon Jones
    Comment actions Permalink

    Definitely have not read through all of the comments, but wanted to add my request to this.  I'd like to BCC from my Zendesk, but the purpose I want is that people who are BCC'd when replying their reply gets added as a private note to the ticket only.  Seeing as how Zendesk doesn't seem to want to add a BCC, maybe enable a feature to group certain end users by organization, or other mass grouping, and set them up to have comments sent from that group added to tickets as internal notes?

    1
  • Glyn Boone
    Comment actions Permalink

    This is a huge need for us as well!

    0
  • steven johnson
    Comment actions Permalink

    This would be a very useful feature in a email based program, very surprised it wasn't in Zendesk from the beginning.... 

    0
  • Mary
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    0
  • Max McCal
    Comment actions Permalink

    We'll be working on BCCs in a future release. There are a few steps we need to take to make this possible, but we have some firm plans to provide this function in 2017.

    4
  • Mateus Lima
    Comment actions Permalink

    Great, took only 7 years...

     

    lol

    0
  • Theo Fryer-Smith
    Comment actions Permalink

    +1

    0
  • Ellie Simpson
    Comment actions Permalink

    +1 yes please to BCCs. We'd really like to send multiple emails with the same content but without the recipient knowing there's others receiving the email.

    0
  • Chris Read
    Comment actions Permalink

    +1 to the BCC request. Guessing product / eng feels this is not a modern need, or is a huge uphill technical battle to achieve

     

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  • Andrew Reback
    Comment actions Permalink

    We are presently working on significantly enhancing cc email functionality in Support. While we are not presently adding bcc functionality, we think these cc improvements will significantly address a lot of the functionality requests you, our customers, have been asking for.

    During feature design and after feature release, we'll be gauging if the new functionality fully meets customers' expectations, or if additional bcc functionality will be required. In the near future, we'll also be evaluating trigger functionality to add cc's on events.

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  • Alison
    Comment actions Permalink

    Quote:

    "Andrew Reback

     We are presently working on significantly enhancing cc email functionality in Support. While we are not presently adding bcc functionality, we think these cc improvements will significantly address a lot of the functionality requests you, our customers, have been asking for.

    During feature design and after feature release, we'll be gauging if that fully meets customers' expectations, or if additional bcc functionality will be required. In the near future, we'll also be evaluating trigger functionality to add cc's on events."

     

    So instead of working on BCCs, you are working on CC improvements?  Bravo.  HOW HARD IS IT TO JUST ADD WHAT WE'VE BEEN ASKING FOR FOR YEARS?????

    -1

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