Add "Add CC" trigger action to CC agents in Zendesk instances using the Followers feature
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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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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Hi Chris, thanks for your response, however, I was talking about the trigger "action;" it's since been replaced by "Add follower," which I read does not send an email until there is a new update on the ticket.
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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
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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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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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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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Hi Chris Sos, 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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An Add CC trigger action would be exactly what I'm looking for too!
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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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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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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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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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;)
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