Outgoing emails and showing who is CC'd/BCC'd in Agent Workspace
TerminéeRecently, our team migrated over to the Zendesk Agent Workspace. One of the difficulties we found was being able to see who outgoing emails were sent to, as there is no "show more" button under the user name anymore. Instead, one more step is needed to be taken, and that's to go to "events" to see who the email was sent to. This could end up becoming a problem if there are tickets with a ton of triggers/automations firing off. Below you will see an example of this issue. This isn't a massive disruption in our system, but it is quite the inconvenience:
-
Commentaire officiel
Hello All,
Thanks for providing feedback.
We just released the display of To's & CC's information under each email message. Hope this helps solve the need. Please let us know if you have any additional feedback. Thanks!
-
Thanks for the feedback, Hawk!
-
The ability to see (and copy) both the requester and cc's email address is something that is critical to our team's operation. +1 for the ability to see the users cc'ed on a particular response or thread.
-
Do we have BCC option in outgoing emails? If yes then can we automate to the default email for all tickets?
-
Hi Atul,
In Zendesk BCC's are not recognized and are not supported in tickets. When a user is added as a BCC on an inbound email, the user will not be added or acknowledged anywhere in the ticket or events. Additionally, BCC's are not notified of any ticket updates from the agent interface.
https://support.zendesk.com/hc/en-us/articles/4408827478298-Why-can-t-I-BCC-
Please check our product feedback request for this.
https://support.zendesk.com/hc/de/community/posts/4408860746394-Support-Needs-BCC-Option?page=2#community_comment_5071297341850
Vous devez vous connecter pour laisser un commentaire.
5 Commentaires