Ability to disable emails to CC's
Hi,
My current situation is that I am setting up Zendesk and although allowing support tickets from emails to come into Zendesk, we are not replying to users via Zendesk, (all being done via email). We have turned off all updates back to the clients, but the one we can't stop is the 'CC' notification when someone is CC'ed into a ticket.
We need to have 'Enable CC's' on to allow us to correct tickets that are being sent in by ourselves, (on behalf of our customers), or where different users reply to the same ticket.
We understand from Zendesk that we can't stop this CC notification going out without switching 'Enable CCs' off, (making our admin issue worse as causes lots of duplicate tickets as different users reply):
"Unfortunately, there is currently no available option that will allow us to turn on or off the CC functionality when needed. The only workaround is to remove the CC recipients then re-add them when needed which I agree to be tedious task.
"
It also seems redundant for the CC notification to go out. If those in the CC get the reply from Zendesk, it seems to repeat the update email to those in CC with a note of 'you are CC'ed in, please type in your reply'.
Is there any methods of working you can suggest to help with this CC notification allowing us to be able to update/merge our tickets as needed but not have extra CC messages go out?
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Hey Donna -
I'm going to move this post over to Q&A to see if any Community members have any suggestions for you. Also, I know that Product is doing some work on cc's and bcc's, though I can't say for certain whether it will impact this particular issue. I'll make sure the appropriate PM sees this question, though.
Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.
We look forward to seeing you around the Community. Happy Zendesking!
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We are searching for a way to prevent email to be sent to cc as well. Our use case is that we need to add a PUBLIC reply when we want to fool the SLA system when a "thank you" message is received. We created a macro that sets a tag "silentpending". While adding a public message on the timeline that will be visible via My Activities we prevent an email to be sent to the reguester. Unfortunately we can not prevent email to cc based on that tag....
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We merge hundrets of emails (tickets). Our clients and partners are constantly disturbed by all the automatic merge notifications that are sent out by Zendesk like: "Merged this Ticket (#114913) with new incoming Ticket (#115305) on 4/26/2019 3:02:11 PM". Everyone in CC complains about this information. Not only that it is totally useless, it is also unwanted and irretating. We are an airline and in our buisiness world, "ticket" is a flight ticket. So we receive hundrets of questions from people who received this merge notifications like "why did you merge my flight ticket? and what did you mean by it?" or "what do I have to do now? You wrote I should reply to this email and that you merged my tickets!"
Can you please, please give us a way to cut that off? This has a high importance to us!
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Hi Daniel,
You have the option to hide these notifications from your customers by setting them to internal notes. You need to uncheck the Requester and CCs can see this comment checkbox on your merge prompt. Note there are two of them.
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