Why @mentioning an agent add them as a follower AND as CC?

3 Comments

  • Thomas de Silva
    Comment actions Permalink

    Hi Adar.

    You can change the settings in the "Tickets" section under "Settings".

    Please see below.

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

     

    0
  • Adar Earon
    Comment actions Permalink

    Thanks Tomas 

    Do you mean that by removing the checkbox check light agent to-become CCs On Tickets? 

    I am not sure this is the best solution as i do need to CC light agents from time to time. However, it made no sense to me that using @ trigger both follower and CC.. 

     

    0
  • Thomas de Silva
    Comment actions Permalink

    Yes, you should still be able to add the user as a "normal" cc.

    0

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