Why can you not CC a support address or use in side conversations?

4 Comments

  • Megan Lalock

    Ria,

     This is something that was a huge issue for us in the beginning of Zendesk and it took awhile to get used to. If you enable the "Zendesk Agent Workspace" it will actually allow you to create a child ticket via side conversation. Basically this creates a ticket for that specific group / entity you want to contact and this keeps the original ticket still assigned to you. When they comment on that ticket it will appear on your ticket as a private note. The agent workspace does change the layout of Zendesk slightly though so enable it in your sandbox first!

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  • Cambium Networks, Inc.

    I am having this same problem.  I just activated side conversations for my support team and the inability to CC people on emails using the email function of side conversations application is forcing me to turn this back off.  I do not want to create any child tickets or create any further overhead.  I simply want the ability to CC folks on any emails that are originated from the side conversation.

    Is there no way to do this??

    Chuck

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  • Mike Konstantin

    Ria Harris and Cambium Networks, Inc.

    The way I handled this situation was to...

    • Add my Organization (as a customer account)
    • Add my various "support" email addresses (mine, not the Zendesk forwarded ones) as "End User"
    • Manually "verified" all addresses (i.e. click next to email address, select "Verify Now")

    Granted, I have our "support" addresses configured in Exchange as distribution lists, that forward to the "Zendesk" addresses that were configured.

    ~Konstantin

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  • Mike Konstantin

    One thing I forgot to mention, you have to be careful doing this, as you could potentially wind up generating multiple tickets on the same matter when adding those "users" as CCs. I mention this as this did occur a few times for me, when we had a couple of our teams in a different instance, but I haven't seen the issue since we put all our Back Office teams in one instance, and our Customer facing teams in the other.

    ~Konstantin

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