CC and BCC Fields When Creating Side Conversations via Macros

Publication le 26 janv. 2023

Hi,

When agents use Side Conversations via the ticket view they have the option to fill in the following field:

To:

CC:

BCC:

When we are creating a macro that the agents can use to create Side Conversations with pre-filled values, the only field that we can populate is the "To" field:

Please, take into consideration adding the "CC" and "BCC" fields for email recipients of the Side Conversation when creating a macro.

This would be very beneficial for our agents' work and will safe significant amount of time when creating Side Conversations.

Thank you in advance.

Regards,

Yanko Chakarov

19 commentaire

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Toby Sterrett

Zendesk Product Manager

27 oct. 2023

Thank you for your feedback here and for bringing this to our attention! Great suggestion, we agree it should be added to the macro form. I've added this feature request to our backlog for future consideration. We don't have a timeline or solid date to promise for release just, but I'll update this thread as soon as I am able with more information. In the meantime, please continue to show your support by upvoting this post and provide us with your individual use cases in the comments. Shawna and the Community team will continue to monitor this post for feedback.

Sarah Lehmann

22 mai 2025

We also have a use case for this feature.
It would allow us to save 15 individual macros that have to be selected manually and instead create and use just one.
The last update from Zendesk was in October 2023 – is there any further information or a timeline available now?