Increasing visibility of CC/BCC functionality

OVERVIEW:

We have actively chosen not to enable the cc/bcc feature because it is not obvious in the Agent Workspace. In the past, agents were unaware of its presence and unintentionally gave public replies that were inappropriate, impacting our branding.

The functionality is tucked away in the far-right corner, out of sight.

PROBLEM WE SEE THIS SOLVING:

Currently, because we have not enabled this functionality, our agents are straddling two platforms: Zendesk and Outlook. In Outlook, they can clearly see who is being cc'ed.

This results in tickets turning up in Zendesk that are not responded to and solved straight away, so communication can be clearly monitored in Outlook. We lose out on efficiency and proper record keeping.

LAST TIME IMPACTED

Our work is similar to that of a Human Resource team, and we have both internal and external customers. For our external customers, we manage their private and confidential information. For our internal customers, we support them with their work and management of our external customers.

Often, each customer cc's the other when communicating with us. However, our replies are not always intended to be seen by both customers.

We have had experiences in the past where an agent did not notice a cc'ed customer and wrote a reply that was inappropriate. This resulted in us losing the customer.

CURRENT WORKROUND

We have disabled the cc'ing functionality, and now our agents work across two platforms. This has led to a significant lack of efficiency.

IDEAL SOLUTION

Find a more prominent place for the cc/bcc feature to be seen, perhaps under the Requester field. In Outlook, it is quite clear.