Add "Add CC" trigger action to CC agents in Zendesk instances using the Followers feature

7 Comments

  • Chris Sos
    Zendesk Product Manager

    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    Hi Chris, thanks for your response, however, I was talking about the trigger "action;" it's since been replaced by "Add follower," which I read does not send an email until there is a new update on the ticket.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

    Chris Sos 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 

    2
  • 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.

    1
  • 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

    2
  • Luke Tyhurst

    I agree with Ryan P. Add Follower and Add CC have fundamentally different functions. Add CC would be incredibly useful in Zendesk. Chris Sos Do we have an update from Zendesk?

    1
  • 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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