Missing CC notification workflow since the release of Followers feature

5 Comments

  • Thomas de Silva
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    Hiya Thomas.

     Please take a look here regarding placeholders for CC & followers, also see attached.

    I hope this will be helpful, otherwise please feel free to reach out for further assistance.

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Thomas Joussot
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    Thanks, but this doesn't help at all ;-)

    I'm already using these placeholders to return CC and follower information in email notifications.

    What I need is a custom email notification for CC contact only, like we used to get in the past before the release of Follower options.

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  • Thomas de Silva
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    OK, yeah that is not currently possible, but maybe you can clarify in what instances you would need to send a specific notification for a CC? The CC function is supposed to be used as in emails, where the CC gets a copy of the correspondence sent targeted to the requester.

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Thomas Joussot
    Comment actions Permalink

    Yes, what you are saying makes sense, but I was just trying to keep the same workflow I have with CC contacts since the beginning in Zendesk Support.

    We are an audio software company and a few 3rd-party companies use our engine to develop and sell their own library content. Until now, we mainly used CC notifications to add 3rd-party companies (with role as end-users) to a ticket when one of our mutual users submitted a support request. This helped to keep them in the loop, and to let them reply publicly with additional comments if required.

    This past workflow helped us to generate 2 types of notifications when a ticket was updated with a public comment:

    • a personalized email starting with something like "Hi {{ticket.requester.first_name}}, Thanks for reaching out!"
    • a generic CC email starting with something like "Hi, You've been CC'ed on this support ticket submitted by {{ticket.requester.first_name}}."

    Right now, I can no longer set up different email notifications (requester notification + CC notification) since the Follower feature is released. Both recipients (requester & CC) receive the exact same notification.

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  • Thomas de Silva
    Comment actions Permalink

    OK I get it. Actually I think there might be a solution for you guys, that will even give you more possibilities in terms of the way you operate with your 3rd-party companies.

    I don't know if you are familiar with the Collaboration Add on and the use of Light-agents.

    Please check out the following articles on the subject:

    Collaboration Add-on

    Using side conversations

    Setting up triggers with Collaboration Add-on

    If you need more assistance on this issue please feel free to reach out.

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

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