Ability to reference Followers within Triggers, Automations, Views, Macros, etc.

Thanks Abigal! +1!!!

I totally approve all of these feature requests. There is clearly a lack of followers notification workflow. Hoping for a quick implementation.

+1

I need the Ticket: Follower condition in Automations in particular.

I would also like to be able to select "Follower" to display as one of the columns in a View.

We really need this!

• A view of the tickets I follow (with customiced rows) (usecase: I work my tickets sortet by next sla)
• A trigger where both owner and the tickets followers are alerted with an e-mail. (usecase: A 3.part is answering a side conversation)

Would love to see this. Currently trying to find a way to remove a Follower from a ticket if that same person becomes the Assignee of the ticket. Otherwise, they'll start getting the email alerts that a new response is on the ticket when they're the one who sent it. 

Being able to reference Followers specifically in Triggers/Automations would definitely help with this.

I agree with all of the above comments.

Time to wait a few months (years?), Has someone found a way to list these tracked tickets thanks to the API?

Thx

Ruddy

It's been 10 years since I originally asked for CCs to be moved into the Triggers/View, and instead they "revamped" CCs 2 years ago by just copying the code for that and adding a duplicate hard coded section for "Followers" within Ticket Settings, where the notification can't be disabled, edited, or customized, instead of moving them to Triggers (where *all* other notifications live and can be customized).

FYI there is a related FREQ for showing CCs & Follows within Views, but doesn't mention if they are fixing the notifications too: 

https://support.zendesk.com/hc/en-us/community/posts/360037027974-Use-Followers-as-VIEW-parameter-conditions?page=1#community_comment_4405125256218

Agree with this feature request. A ticket.follower placeholder would allow for more granular notifications via liquid markup. A concern for us is to open up for follower notifications across our organisation since it may open up to have PII in agent inboxes. However, we have use cases where individuals should see latest public comment. 

Hey Abigail, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

For the Views part of this we plan to incorporate those conditions in 2024.

For the other parts I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Abigail Iliesi, I agree. 

Currently I am a follower in a couple of tickets because our team assist with any issues referencing our Salesforce instance. The issue here is that we work with a lot of volunteers where team members submit the tickets for them and they are not within our system. In addition, we are in a role where we cannot send public comments. Therefore, I have to use side conversations and the lack of ease in adding the follower in being able to receive notifications when a side conversation is replied to is not helping in answering the ticket fast enough. 

Our amazing tech team found a work around with a tag, but that also requires a manual input and it does not provide me the details of the side email conversation. Also, I can add my email in the CC, but the problem that arises there is that the volunteer might answer me versus the zendesk email that attaches it to the ticket. 

I hope this comment helps in developing the follower feature. 

+1

I guess zendesk sends email to followers only if there is a comment on the ticket & not an update e.g: Status change.

The below requirement is very critical for us becuase of the limitation mentioned above in this comment:

• An Email user > (followers) action within Triggers