CC registration email

10 Comments

  • Zachary Spears

    Depending on how that registration email is being generated, I think you should be able to make it so that the CC'ed person doesn't recieve the email. If it is through a trigger, You should be able to set the conditions to exclude the CC'ed people or only include the requester for the ticket. Hopefully this helps.

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  • Josh

    Thanks for the fast response.

    The automatic registration email is configured in the settings and I can't find the option to turn off or change the emails sent specifically to CCs.

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  • Zachary Spears

    Where at in the settings is the overall email housed? I tried looking for it within my instance and couldn't find anything like this.

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  • Gail L
    Zendesk Community Team

    Hi Zachary,

    The registration welcome email is the same for CC'd users and your other users (and will always send when a new user is created in the account). You can customize the text of that email in Admin> Settings> Customers> Account Emails to add some clarifying language that includes the scenario of being CC'd. The user will also be getting the ticket email, so they are free to ignore the registration request and just follow the thread they were added to.

    Best,

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  • Josh

    Hi Gail,

    Most of the people who are CC'd on tickets to us are not our direct users and so don't need accounts.

    Is there another way to keep the CCs from a new request without them being added as users?

    Thanks

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  • Gail L
    Zendesk Community Team

    Hi Zachary,

    Not if you have an active help center (if there's not an active help center, no end users get welcome emails). It's expected on the Zendesk side that when an email is added to a ticket a user profile is created if it didn't already exist, so while I sympathize with the CC'd users who don't want to set up an account based on a conversation they were added to, there's isn't a way to block the welcome email in this scenario. They'll only get the welcome email once though, they are free to ignore it!

    Be well,

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  • Josh

    Hi Gail

    If the CC'd user does just ignore the registration email, they are then able to submit tickets without verifying their address, which is what I'm trying to avoid. Is there a way to stop unverified addresses from submitting tickets? Otherwise what is the purpose of email verification?

    I also tried manually adding users by testing users with CCs submitting tickets with "Anybody can submit tickets" switched off.
    The ticked goes to the suspended tickets, but the CCs are lost. Can the CC's be retained with this method?

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  • Gail L
    Zendesk Community Team

    Hi Josh,

    Disabling the "Anyone Can Submit Tickets" setting is the only way to control who is and isn't allowed to submit a ticket completely.

    The email account verification is primarily intended to offer people a way to login to the help center to track their ticket from your help center rather than their inbox. The idea behind allowing anyone to submit tickets is to make it easy for customers to reach you, not to force them to create an account in order to continue communicating.

    There is a middle ground setting that does require users to complete the verification without disabling "anyone can submit tickets", there's a setting for "Ask Users to Register" that suspends the ticket until the verification is complete, then automatically sends it into your queues after the verification by the user. It's my understanding that with that setting the CC's on the ticket should be retained. That sounds like it would be the best option for what you want here. You can enable that in Admin> Settings> Customers.

     

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  • Josh

    Hi Gail

    I have been using the "Ask Users to Register" setting which is perfect for what we need, and the CCs are retained. However it seems that when a user adds a CC who doesn't have an account, that CC us then able to submit a ticket without verifying their account first. 
    Is this a bug? Or is there another way to stop users added via CC from submitting tickets until they're verified?

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  • Gail L
    Zendesk Community Team

    Hi Josh, 

    This does sound like something where we'd want to look at some specific examples. I'm going to create a ticket for you and our support team will follow up with you via email. Thanks!

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