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

14 Comentarios

  • 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 

    3
  • 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?

    3
  • 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
  • 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
  • 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.

    0
  • 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    Hi Chris, thanks for your response, however, I was talking about the trigger "action;" it's since been replaced by "Add follower," which I read does not send an email until there is a new update on the ticket.

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  • 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 Soto

    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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  • 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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