CC's actually function as CC's not BCC's

Comments

29 comments

  • Official comment
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    Jake Holman

    We're working on changes which will hopefully make this much more like a true email client would behave. 

    This won't be a particularly fast process since it involves messing with sensitive areas of email processing (and since we process millions of them, we need to be extra careful!). 

    Edit: After looking into the implementation details, we determined changing behavior would require a significant overhaul. That's not to say we won't do it, but the change previously mentioned ended up not being the right solution and did not satisfy the use cases being raised.

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    Harrison Cavallero

    Good to know. Thanks Jake, hopefully not toooooo far off in the future. Take care.

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    Idunckel

    Glad to hear you are working on it as we could really use it too! Additionally, it would be nice to be able to remove a CC through email after this functionality is implemented.

    Thanks Jake!

  • Avatar
    Idunckel

    @Jake

     

    If I were to have a person CC'd on a ticket, then CC them again in the email when responding to the ticket, will they receive multiple emails or will Zendesk see that they already received the email?

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    Thomas Osowski

    I've seen this in other systems as well so am not surprised at this behavior.  I like the idea of filtering all conversation through a single address so have added a section to the "CC email text" listing all users the email is sent to:

    The following users have been notified: {{ticket.cc_names}}, {{ticket.submitter}}.

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    Therese Erhard

    I agree. CC's should be treated as CC's, not BCC's

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    Bill Davis

    This is also something that we would like to see delivered as we have had a few of our customers complain about this functionality and there is nothing that we can do to resolve it.  Is there any ETA or timing of when this feature will be available to us?

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    Johannes Schunter

    Any update when this will be changed? The item is now open since 9 months.

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    Patrick B.

    If this is coming to production, than there certainly will be again a need for Real-BCC.

    Lets assume:
    Your company works with some outsourcing-partners which should be informed from time-to-time about same of the customer-tickets.

    But as is agreed the support will only be done by your company (not by the outsourcing-partners), you then want to show the CC-Adresses. Or let it be that your end-customer just shouldn`t see they get forwarded (for whatever reason), what to do then if the now undisclosed-CCs will get public.

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    Jason

    Our clients NEED to be able to remove CCs via their email.

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    Daniel

    We really need Zendesk to make it possible for our clients to remove CC's from their e-mail. This is by far one of the most obnoxious and poor features of the system.

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    Daniel

    When will this be done?

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    Victor Caballero

    Will this be addressed soon? Very important request for our clients. 

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    Lewis

    Can we get an update on this from Zendesk please?  We need proper CC and BCC functionality ASAP.

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    Daniel Anstandig

    At this point, it's safe to assume that Zendesk will never address this.  I must say that their support is terrible in this regard.  No solution to this problem will ever be done, despite multiple customers requesting help now for nearly two years!

  • Avatar
    Sebastiaan Wijchers

    Sorry for this necromancy, but I couldn't find another more recent thread about this subject.

    We're having the same problem. We need the requester to have more control over the people in the CC, or at least make it more insightful who's being copied. We've had several 'painful' occasions where the requester was unaware certain people were (still) in the CC. I find it hard to explain this behavior to our agents and I don't even know where to start when I have to explain this to a customer...

    So in my opinion it would be better if Zendesk's CC would act like a true CC.

    Of course you can state more explicitly who's in the CC (or whatever name you give it), but that still doesn't make it easy for the requester to understand how it works.

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    Lewis

    We're still waiting for this too, it's been nearly 3 years since it was initially requested.

    Any progress on this one Zendesk? An update would be nice.

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    Sebastiaan Wijchers

    Lewis, I'm not sure what your specific problem is, just wanted to point you to this:
    https://support.zendesk.com/entries/32082577-CC-problem

    Might be helpful, but for me it wasn't ;)

    At least it's a more recent recognition of the problem by Zendesk.

     

     

  • Avatar
    James Perez

    Here is another more active thread about cc functionality as well:

    https://support.zendesk.com/entries/162078-Allow-to-change-CC-email-subject-not-only-text?page=1#post_25607496

  • Avatar
    Cathy Oliva

    I wonder if Jake Holman still works for Zendesk. He notified everyone 3 years ago they were working onthis feature... they must be being VERY careful if it's taken that long!!

    *Jake Holman * 3 years ago

    We're working on changes which will hopefully make this much more like a true email client would behave. 

    This won't be a particularly fast process since it involves messing with sensitive areas of email processing (and since we process millions of them, we need to be extra careful!). 

  • Avatar
    Sebastiaan Wijchers

    The way CC functions really starts to hurt our business. Zendesk can barely explain this properly to their customers, and we can't and shouldn't have to explain this to our customers.

    It doesn't function how you would expect it to, it isn't flexible enough and it leads to confusion for the customers and painful situations as described by Barış BIÇAKCI in this post. In my eyes the CC functionality is garbage in it's current state.

    Four years ago Jake Holman said Zendesk is working on making CCs more like they would behave in an e-mail client, since then I've seen no improvements and no communication. Which makes me doubt it will ever be changed.

    Disabling this functionality starts to seem less hurtful than leaving it on...

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    Tomas Nopp

    Agree, it's really annoying with a CC that is actually a BCC. Every now and then customers get back to me and ask if this and that person also got the reply as they can't see it themselves. Please change this and why not allow both CC and BCC and leave it up to us users on how to address our customers.

    Redo it and do it right!

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    Richard Penman

    This has caused ongoing confusion for my clients - they CC someone and then when they do not appear CC'd in followup emails assume they are not getting the messages and remind me to CC them, and then I have to explain that ZenDesk annoyingly uses BCC instead of CC. Wastes time for me and my clients.

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    Maria Kuhn

    +1

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    Cameron D.

    Same as the above posts -- we're regularly seeing users ask "could you please keep [CCaddress] CC'd?" because they're unaware.

    I tried to create a new trigger, customizing the way emails showed up to the original requester, but there's no condition like Ticket:CC : yes/no.

    We don't want every update to have language about CCs (like this suggestion: oelvyDf51rR9OLuiRtx35HQrv) when the great majority of cases don't have users copied.

  • Avatar
    Cameron D.

    Is there any movement on changes to CC functionality? This post features not only a lengthy explanation of how Zendesk's product differs from the common email feature with the same moniker but also workaround a to help our users understand this increasingly uncomfortable (and occasionally dangerous) feature.

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    Colin Piper

    Cameron. Zendesk released an app called ZCC that is in the marketplace. Have you looked at this? Does it help/

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    Morgan Imel

    It would be great if the interface said BCC instead of CC - it's confusing to our users. 

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    Tomas

    Six years and no improvement in this matter. I'd say it will never happen...

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