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Add "Add CC" trigger action to CC agents in Zendesk instances using the Followers feature
Posted Feb 02, 2022
In the older version of Zendesk, there is an "Add CC" feature, which we heavily used. However, in the newer version of Zendesk, this was replaced by "Add followers," which is an issue if we are CC-ing agents who might respond to customers.
Unfortunately, the "Add followers" action does not CC an agent, which means that the end-users will not see agents as having been CC'd on the ticket. If the agent added as a follower suddenly decides to chime in in the conversation, the end-users will be surprised because they weren't aware that they were involved in the ticket, which is not exactly a good user experience.
It would be great if Zendesk would add back the "Add CC" action to the newer Zendesk, as the "Add followers" action does not completely replace its function.
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17 comments
Chris Sos
Hi Gini,
In Agent Workspace, CCs have moved to the public reply section instead of being grouped on the sidebar. See below:
Hope this helps.
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Gini Salamat
Hi Chris, thanks for your response, however, I was talking about the trigger "action;" it's since been replaced by "Add follower," which I read does not send an email until there is a new update on the ticket.
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Luke Tyhurst
@... The 'Add CC' action is in your documentation but is not an available option in Zendesk. Can we please get this action added to our instance? This is absolutely necessary for our workflow. It would be great to also have this as a condition (e.g. 'CC Added').
https://support.zendesk.com/hc/en-us/articles/4408893545882
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Ryan P.
I'm in the same situation as Luke Tyhurst, we have "Enable CCs" checked but the "Add CC" action is not available in our triggers. That functionality would be really helpful for a new workflow we are setting up.
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Ryan P.
Support informed me that the "Add CC" action is a legacy thing that changed to "Add Follower" with the newer follower and CC experience (as explained in the original post that I didn't fully read 😣).
The move to "Add Follower" doesn't work for us because we need to add people who are not agents. Our use-case is for a new employee onboarding Form, where we need to (conditionally) bring in other departments (who do not use Zendesk as agents). Being able to "Add CC" from Triggers is our ideal solution, so they can be included in email notifications as needed.
Please reach out if you need further details. Thanks
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Luke Tyhurst
I agree with Ryan P. Add Follower and Add CC have fundamentally different functions. Add CC would be incredibly useful in Zendesk. @... Do we have an update from Zendesk?
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Tracy Clark
I 100% agree having an option to Add CC and include an external email address would be great and save a bunch of individual forwarding time spent moving ticket to proper individual.
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Ulises
Hi @..., is there an update regarding the add CC option for triggers? Not sure why this option was removed in the new version of Zendesk, it seems like a simple, yet very useful, option
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Andrew Kenny
An Add CC trigger action would be exactly what I'm looking for too!
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Sam Goulet
Agreed and also wondering if somebody from the Zendesk team could please leave a comment on whether it's going to be taken on or not?
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Caroline Scott
We definitely need this in our instance. I have a process where I need to send a notification to an agent either via a trigger or automation but the built in rules do not allow a notification to be sent to an agent CC (we currently haven't switched to the follower experience) or agent follower (once we do switch) using business rules. Being able to set an agent cc either in a trigger, macro, or automation when we switch to the follower experience would resolve this..
I need a process where I can send automated chasers to agents that are either CC's or followers and I have been trying for over a year.
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Andrew Kenny
I agree that adding CC's with triggers would be hugely helpful.
Caroline Scott for now could you use one of these trigger actions to send the notification email to your agents? Alternatively you can also trigger a side conversation via email.
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Caroline Scott
Andrew Kenny thank you I hadn't thought of doing that, it means creating a trigger for each contact/team but that would resolve my issue, no one from Zendesk suggested that :)
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Andrew Kenny
;)
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Jack Cho
It's already 2024 and it's frankly quite ridiculous that the ability to add CCs in a trigger does not exist. It's even more ridiculous that Zendesk used to have this feature and intentionally removed it, while claiming to create “exceptional customer experiences.” Adding followers does not work for half of the cases that we need a trigger for. We need to be able to add 50 CCs (just for one department) automatically based on other fields, or else this entire department in our company will not be able to use Zendesk. They will not spend hours of time just to figure out who to CC since this department receives hundreds of tickets daily with only one person mainly on Zendesk.
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Alan Burns
I would like to add a big plus to this feature request!
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順也 大谷
特定の顧客に対してCCを自動で追加するためにトリガ機能のアクションに「CCを追加する」選択肢を追加していただけないでしょうか。
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