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

So, currently it seems that CC's in Zendesk actually function in BCC's when sent out to the end user via email. For example, if Bob is the requester, and Suzie and Jack are CC'ed and I as the agent reply publicly for all to see, they all get the message, but do not see each other as copied on the email.This is bad for Zendesk end users who function out of email as this is not expected email behavior! CC's should remain in tact as CC's; at least it would be nice to have the option :) So please create a toggle to have CC's function as regular email CC's, not "Zendesk CC's".

Apparently (correct me please if wrong as I am just retelling what I got from support on the phone) this is due to the fact that Zendesk simply sends the agent update to the "notifications@zendesk" address for your domain and then updates the users individually. Could we just circumvent the "notifications@zendesk" step for the CC's and just send directly to them? Or some other derivation thereof? Thanks, much appreciated!

27 comments

  • Official comment

    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.

  • 0

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

  • 0

    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!

  • 0

    @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?

  • 0

    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}}.

  • 0

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

  • 0

    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?

  • 0

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

  • 0

    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.

  • 0

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

  • 0

    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.

  • 0

    When will this be done?

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

  • 0

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

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    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!

  • 0

    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.

  • 0

    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.

  • 0

    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.

     

     

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    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!). 

  • 0

    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...

  • 0

    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!

  • 0

    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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    +1

  • 0

    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.

  • 1

    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.

  • 0

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

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