BCC's

Planned

142 Comments

  • Official comment
    Kristal Lam

    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.

  • Max McCal

    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
  • Philip Z.

    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
  • Digby Cunningham

    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.

    2
  • Marsha Ferguson

    I would like to voice my support for this BCC feature. I'm quite surprised after 4 years of commented posts on your website that nothing has been done at this point. Is it that difficult of a feature to add to your program? I'm reading posts from 2010 and it's now November 2014.  Just saying after 48 months of comments voicing support, management team should be reviewing this by now!

    2
  • Alison

    Seriously.  They've been "looking into" this forever.  You'd think they would add it, seeing as all of us have been begging for a long time.  Until then, its copy/paste for me.

    2
  • Stephen Bass

    I tried to click your "this thread" link and it is broken so I'll leave my feedback here.  Our company deals with high profile customers and we partner with other companies to provide them services.  This feature is necessary because of the following scenario that happened:

    1.  We have a ticket with a customer and many other high level executives are CCed on the ticket as well.

    2. We reply back and forth with no issues until one of our partners wants to reply to us on the email thread but not all of the people copied on it.  So he removes them from the CC and replies to just our email address (because this is the way email has always worked).

    3.  He says something bad about the high level executives in this email thread to us, not realizing that our ticket system will still copy those people, needless to say, those execs saw the email and replied in anger at our partner who is angry at us (and therefore you) for how this system works. 

    As new Zendesk users, this is how we found out about how CC works, and there were no warnings or disclaimers before we enabled the feature.  We just expected it to work like any other email thread and all relationships involved were damaged.

    Since, then we have had to add a message to inform our customers of who is CCed on the ticket. (not an adequate fix).

    We will be switching to another provider if this is not solved as we cannot afford to damage future relationships.

    Is there any update on when CC will be changed?

    Will it change to work the same way as email does?

     

    2
  • Marc LaFountain

    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  :-)

    1
  • aeconomon

    Hi Jake, any reason why this is not planned? It would definitely help us a lot.

     

     

    1
  • Anna Kreindler

    Highly important feature. When an agent provide a complicated answer we need other agent/ manager to be placed on Bcc

    1
  • Daniel Moross

    Would love to see this feature too.

    1
  • Leslie McDonald

    Me too, me too -- please add BCC's.

    1
  • Linda Wolpert

    We need it too.

    1
  • Digby Cunningham

    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?

    1
  • John Boghos

    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!

    1
  • Nicky

    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.

    1
  • Alberto Corazon

    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! 

    1
  • Jeff Weinberg

    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.

    1
  • Cheryl Wetherington

    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.

    1
  • Ryan FitzGerald

    Distressing to see that this thread has had consistent attention for four years.  A wee +1 from me feels pretty inconsequential right now.

    1
  • Pedro dos Santos

    After I "faceplamed" when I realised that tickets are not "locked" when someone else is already working on them, finding out that you can't BCC was another big one.

    Technically they may be a drag to implement, but from the user standpoint this is basic features for an email ticketing system to have... really disappointing.  

    1
  • Josh Wilbur

    Is the ability to add a BCC field available yet? Seems pretty basic and a no brainer for a feature. When I was using Uservoice you could add BCC, had the ability to easily format email messages, and could update footer details on the fly since it displayed that info to see. With such a big company I don't understand not having these basic things available. I love zendesk so far, but really... no BCC? 

    Without BCC we can't operate fully in zendesk. All kinds of emails come into support that need to get passed off to other people not on zendesk. Typically I would BCC the person and respond to the ticket as "I have passed on your information to the appropriate person..." but now I have to go back to gmail, find the ticket, and forward the email. 

    Can you forward a ticket to an email address? What are the option here?

    1
  • Max McCal

    Hey, all - 

    This thread has definitely been left out in the cold for way too long. Hopefully you've seen us take time to invest more in our email features ( Here, here, here, and here for example), and this is one that we'd love to invest in as well. BCC is clearly important to a number of people, and we'd like to support it. I know this sort of response is frustrating, but it's not an immediate plan. 

    We'll revisit this later in the year, though at the moment I can't promise any timelines. In the mean time, specifics will help us when the time comes.

    • Who do you want to BCC, and why?
    • Agents or end users?
    • The same people frequently or different ones each time?
    • What behavior do you expect from Zendesk when people reply to a BCC message?

    Oh, and we know some of you have already gone out of your way to be explicit about these things, but more information always helps when we are designing and prioritizing.

    1
  • Johannes

    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
  • Remco

    Installed immediately! Works straightforward. Thanks a lot Philip!

    1
  • Remco

    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
  • Brandon Jones

    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
  • Remco

    Well, if you only do what customers ask for, we would probably have an enhanced chariot by now. Sometimes.. a creator is able to watch deeper into the heart of the consumer than the consumer itself. 

    1
  • Steve Middleton

    i know this ticket is 8 years old but i'm new to ZD

    why no BCC ??? its really useful for dropping people off cc but letting them know 

    seems a bit weird this was never addressed?

    1
  • Remco

    Same here Stephen, we had exactly the same going on and we used the same workaround as you did (inform about who is CCd on the ticket)

    1

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