Note: The CCs and Followers limited availability (LA) release became available on November 7th. If you aren't in the early access program already and want to join, contact your Account Manager.
Zendesk Support is updating the behavior of CCs. CCs has to-date included both internal (agents and administrators) and external (end users) users. Now, bringing additional colleagues and end users into a ticket’s thread is more similar to traditional email, and you have more control over who receives ticket email notifications.
This article includes these sections:
- Types of ticket notifications
- Copying internal and external users on tickets
- Adding followers to tickets
For more information about the CCs and Followers experience, see these articles:
For a complete list of documentation about the CCs and followers experience, see CCs and followers resources.
Types of ticket notifications
There are now two types of ticket notifications:
- CCs allow you to include end users and agents on ticket notifications. CCs can be added by either internal users (agents & administrators) or external users (end users). A copied user can respond to a ticket notification publicly, or can remove the requester from the notification to submit a private response.
- Followers allow you to include additional internal users (agents or administrators). Followers can be added by internal users, or by end users when collaboration is configured to allow it.
Copying internal and external users on tickets
Agents and end users with the proper permissions can use the CC line to add external end users to a ticket’s email thread. If the ticket is restricted to certain groups or organizations, agents can use the CC line to add internal agents who are not part of the allowed groups or organizations.
Who can add CCs to a ticket?
- Internal users (your company or organization’s agents and administrators) who can view the ticket can CC users in either the ticket interface, or in the email thread.
- External users (your customers, or end users) who can view the ticket can cc users via the email thread.
When someone is included as a CC, they can:
- Send and receive public replies to the ticket conversation.
- Send private notes to a ticket conversation, by removing the requester from the notification.
- Receive and respond to private notes in a ticket conversation, if they are explicitly included on that note.
- Add other external users to the conversation via the cc line.
- Remove themselves or other CCs from the ticket conversation.
- Be seen by other CCs and followers on the ticket, as their email address is visible in the ticket header.
Adding followers to tickets
Agents and administrators can use the Followers field in the properties panel of the ticket interface to add internal users to a ticket. Additionally, depending on your collaboration settings, agents and administrators be added to the CC line in the ticket interface, and automatically added as followers on the ticket.
Who can add followers to a ticket?
- Internal users (your company or organization’s agents and administrators) who can view the ticket can add followers.
When someone is included as a follower, they can:
- Receive public replies and internal notes added to the ticket conversation.
- Ability to make a private and public comment.
- Replying to an internal note creates an internal note and likewise for public comment.
- Remove themselves from the ticket conversation.
- Remain hidden from end users copied on the ticket.
- Remain hidden from other followers.
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