Docs: About CCs and followers

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18 Comments

  • Matt Hoffman

    Today, we can add agents as CCs via business rules. With the new feature - can we add agents as Followers via Business Rules?

    1
  • Andrew Reback

    That is indeed expected future functionality Matt.

    0
  • Thomas D'Hoe

    Hi,

    See bullet point above from the section “what can do a cc”:

    “Receive and respond to private notes in a ticket conversation, if they are explicitly included on that note.”

    Does this person needs to be a light agent to read receive that private note? Or can now anyone receive private notes?

    When the answer is yes, this (or the side conversation feature) will replace the light agent function?

    Thanks!

    Thomas

    0
  • Thomas D'Hoe

    Hi, any feedback please about my comment above?

    Thanks!

    0
  • Cassie Dederich

    Hi there! Are there plans for being able to build Views based off of tickets you are "following" or cc'd on?

    0
  • Kristal Lam

    Views based off tickets you're "following" or "CC'd" on is not something that is planned yet but will be looking into as a post GA enhancement. 

    0
  • Kevin Van Scoder

    Hi there! Will end users that are cc'd be able to remove themselves via the Help Center? 

    0
  • Peter Rifkind

    Curious how this functionality interacts with Light Agents.  We're looking for a better workflow than the standard CC functionality (i.e., the ability for them to remove themselves from CC, and the ability to see tickets where they're CC'd in a View).

     

    0
  • Raphael Saclé

    Is this feature available is ios  SDK? 

    0
  • Silvia Puchol

    Hi, we're planning to use the Zendesk API to add new emails in CC, but I see the feature is in Beta, does it mean we cannot trust on it and so if we integrate with it we are on risk of unexpected failure?

    Thanks

    0
  • Peter Rifkind

    Any clarity on how Followers work with Search?  Right now you can do a "cc: " in Search.  Is there similar functionality with Followers?

    0
  • Kristal Lam

    @Silvia - you have to be apart the beta to be able to use the new APIs for the feature. This feature will be going to GA in Q2 then anyone who has enabled the new feature can use the APIs 

    0
  • Kristal Lam

    @Peter - at this moment we will not be able to search Followers like CCs but this is something we will look to add later

    0
  • Peter Hochstrasser

    Are Light Agents considered Agents in the context of this feature, i.e. can they add followers to tickets?

    0
  • Harrison Crerar

    Is there a limit to the amount of CC's that can be added to a ticket? With the current CC functionality, the limit was 20 addresses.

    0
  • Kristal Lam

    @Peter - Light Agents can be added as followers to tickets 

    @Harrison - The limit for the new CCs is going to be 48 addresses  

    0
  • Harrison Crerar

    Thank you, @Kristal. Is there a limit to the amount of Followers that can be added? Same as CCs?

    0
  • Kristal Lam

    @Harrison - there are no limits for Followers as they can only be Agents or Light Agents 

    0

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