Can I see who is following a ticket?

Answered

3 Comments

  • Brett Bowser
    Zendesk Community Team

    Hi Hillary,

    When you say Following a ticket I assume you are referring to those who have CC'd themselves to those tickets correct? I'm actually not aware of a Follow the ticket feature so please correct me if I'm wrong :)

    Additionally, there's no native way to see everyone that is CC'd to the ticket, however, it may be possible to accomplish this using Liquid Markup in your triggers as mentioned in our Using Liquid markup to reveal CC's in a notification email documentation.

    Keep in mind this is an unsupported workflow so if you do run into any issues you'll want to reach out internally or possibly our other community members.

    Hope this helps!

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  • Hillary Latham
    Community Moderator

    @Brett, I am not refurring to cc'ing themselves.  In the agent portal, I can clearly see everyone who is cc'd on a ticket in the CC field.  I can also use placeholders to see the CC list in any emails.

    I'm referring to the ability for a user to follow all tickets from your organization in the Help Center.  If a person clicks the follow button, they are not added as a CC on the ticket.  From the Agent Portal, I cannot tell that someone who is not the requester, agent, or CC on a ticket got an email.

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  • Brett Bowser
    Zendesk Community Team

    Ahh thanks for the clarification Hillary!

    According to our Support team the org notifications should show up in the ticket events and list the users there. You can use the Support API to get a list of your organization subscriptions from there as well.

    Let us know if you have any other questions.

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