Add "Add CC" trigger action to CC agents in Zendesk instances using the Followers feature
Publication le 02 févr. 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 commentaire
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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Alan Burns
I would like to add a big plus to this feature request!
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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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Andrew Kenny
;)
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Caroline Scott
1265109731610 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
I agree that adding CC's with triggers would be hugely helpful.
1265083099790 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
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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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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Andrew Kenny
An Add CC trigger action would be exactly what I'm looking for too!
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Ulises
Hi 1263082102169, 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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