BCC's

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145 コメント

  • Craig Huffstetler
    コメントアクション Permalink

    +1 from my org. It seems like a simple addition to at least throw on some road map for some year ;-)

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  • Kristina Thirstrup Lind Larsen
    コメントアクション Permalink

    This is a feature we really need! 

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  • Brennan Valenzuela
    コメントアクション Permalink

    Hello, +1 as well.

    Thank you

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  • Kate O'Neil
    コメントアクション Permalink

    I'm actually getting quite bored of everyone needing updates, simple obvious functionality which is a basic requirement of an email service. The voice service is a joke too - we can't transfer calls, and the voicemail doesn't work. We can only have 2 facebook pages plugged in? How many more times do we have to contact support wait to get things fixed or become functional? Stop sending patronising emails about how we can provide good customer service when you don't yourselves and your system is flawed preventing us from doing so too.

    Not that I expect a reply.

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  • Jachin Scott
    コメントアクション Permalink

    We would also utilize BCC functionality if it were an option.

     

    It's been over 4 years since anyone from Zendesk has weighed in here. Is this feature planned and if so why not?

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  • Sean Morrissey
    コメントアクション Permalink

    Agreed this is an important feature request. When utilizing the CC option, the requester can see the cc personal email address. Our requesters will regularly try to circumvent the ticket process, by sending an email to this cc address, thus defeatign the purpose of the zendesk process. I think all cc's should be bccs by default.

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  • Bruce Tobin
    コメントアクション Permalink

    +1

    This would be really useful, surprising it's so hard to integrate!

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  • Berna Comertoglu
    コメントアクション Permalink

    Please consider adding this feature soon or changing the CC's to BCC's by default.

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  • Bruce Tobin
    コメントアクション Permalink

     Agreed this is an important feature request. When utilizing the CC option, the requester can see the cc personal email address. Our requesters will regularly try to circumvent the ticket process, by sending an email to this cc address, thus defeatign the purpose of the zendesk process.

     

    Exactly.

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  • Carol de Meli
    コメントアクション Permalink

    @Cheryl's suggestion is a good work around but just something else our agents need to remember to do.

    bcc is a natural part of email and Zendesk is all about email and not having bcc seems shortsighted not to include.

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  • Berna Comertoglu
    コメントアクション Permalink

    This Feature was requested over 4 years ago.... Please Zendesk, implement this soon.

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  • Ryan FitzGerald
    コメントアクション Permalink

    Distressing to see that this thread has had consistent attention for four years.  A wee +1 from me feels pretty inconsequential right now.

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  • Marsha Ferguson
    コメントアクション Permalink

    I would like to voice my support for this BCC feature. I'm quite surprised after 4 years of commented posts on your website that nothing has been done at this point. Is it that difficult of a feature to add to your program? I'm reading posts from 2010 and it's now November 2014.  Just saying after 48 months of comments voicing support, management team should be reviewing this by now!

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  • Alex
    コメントアクション Permalink

    One more request! Our company really needs to have this feature added as well. Thanks ZenDesk. 

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  • Colin Piper
    コメントアクション Permalink

    Forgive me if I am missing something here but what is the issue here?

    Zendesk does not do a CC as in the Outlook or GMail sense, but rather does a true carbon copy - so a completely separate email. I just tested this to be sure. I created a ticket with a second person in the CC and when I received any email from Zendesk for that ticket, it never mentioned the collaborators on the ticket. When I replied all, the update only went back to Zendesk and Zendesk sent out an update to the collaborator.

    Is this not the experience everyone else has? Is there a scenario I have overlooked?

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  • Can Do Systems, Inc
    コメントアクション Permalink

    So, Colin, what you're saying is that ZenDesk's CC acts like a BCC? If that's true, then ZenDesk needs to add CC support.

    It's not just Outlook and GMail which define the functionality of CC. The purpose of CC - in contrast to BCC - is to intentionally make the members of a group aware who else received a copy.

    So which is it? Is ZenDesk lacking CC or BCC functionality? Whichever is lacking needs to be incorporated.

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  • Colin Piper
    コメントアクション Permalink

    This post by Zendesk may explain the current functionality: https://support.zendesk.com/hc/en-us/articles/203661306-Using-CCs-effectively-in-Zendesk

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  • Colin Piper
    コメントアクション Permalink

    Reading the above linked article, the footnote is interesting in the collaborators can see one another so there is still a case for BCC. This is the scenario I was missing.

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  • Pedro dos Santos
    コメントアクション Permalink

    After I "faceplamed" when I realised that tickets are not "locked" when someone else is already working on them, finding out that you can't BCC was another big one.

    Technically they may be a drag to implement, but from the user standpoint this is basic features for an email ticketing system to have... really disappointing.  

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  • Maggie Billard Cosgrave
    コメントアクション Permalink

    Adding my vote for BCC functionality. 

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  • vpatel
    コメントアクション Permalink

    Adding one more vote. BCC feature would be really very helpful. 

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  • Johannes
    コメントアクション Permalink

    +1

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  • Josh Wilbur
    コメントアクション Permalink

    Is the ability to add a BCC field available yet? Seems pretty basic and a no brainer for a feature. When I was using Uservoice you could add BCC, had the ability to easily format email messages, and could update footer details on the fly since it displayed that info to see. With such a big company I don't understand not having these basic things available. I love zendesk so far, but really... no BCC? 

    Without BCC we can't operate fully in zendesk. All kinds of emails come into support that need to get passed off to other people not on zendesk. Typically I would BCC the person and respond to the ticket as "I have passed on your information to the appropriate person..." but now I have to go back to gmail, find the ticket, and forward the email. 

    Can you forward a ticket to an email address? What are the option here?

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  • Marsha Ferguson
    コメントアクション Permalink

    This BCC feature has been requested ever since this chain began back in 2011. '

    Every time I see a new post it makes me wonder why nothing has been done even in this day & age of technology - it's 2015! Simply ADD the feature in!

    It's odd that no one from the ZENDESK company has even responded, how sad is that?  That's not good customer service in my opinion.

    Really tough with a customer who has a tricky situation - when you cannot BCC: a non-zendesk agent person. (i.e high level mgr)

    That's why BCC is so important. I wish Zendesk knew how integral it is to support centre business management.

    Thank You - Feb 13 2015 - hoping by Summer 2015 BCC is here!!!!

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  • Daniel Morris
    コメントアクション Permalink

    I just can't believe this has been requested for over 2 years and not been implemented. The rest of Zendesk is awesome!

    In Desk.com it's a one click mail icon in the ticket to foward them ticket/message outside of the system to an email.

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  • Nick Scroggs
    コメントアクション Permalink

    Wow!  3 years of requests for BCC and no comment from Zendesk other than "no plans to implement".  In my operation, we often need the ability to send e-mails to 400+ customers but, for obvious security purposes, I don't want each customer having 399+ other people's e-mail addresses.  This is basic functionality of an e-mail system.  Heck, even AOL had BCC capabilities in the early 90's...this shouldn't be that hard to implement, especially when the demand for this feature dates back 3 years...

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  • Ryan FitzGerald
    コメントアクション Permalink

    Is there any reason why someone from Zendesk won't chime in on this thread?  The silence seems strangely out of character considering how attentive Zendesk folks are in every other aspect of the service I've read over the past year.

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  • Alfred F.
    コメントアクション Permalink

    Come on Zendesk. We moved from Kayako and they have BCC. I'm sure you guys can add this feature.

     

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  • Ellen Mason
    コメントアクション Permalink

    Ditto - this would be very helpful to have a bcc function.  

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  • Max McCal
    コメントアクション Permalink

    Hey, all - 

    This thread has definitely been left out in the cold for way too long. Hopefully you've seen us take time to invest more in our email features ( Here, here, here, and here for example), and this is one that we'd love to invest in as well. BCC is clearly important to a number of people, and we'd like to support it. I know this sort of response is frustrating, but it's not an immediate plan. 

    We'll revisit this later in the year, though at the moment I can't promise any timelines. In the mean time, specifics will help us when the time comes.

    • Who do you want to BCC, and why?
    • Agents or end users?
    • The same people frequently or different ones each time?
    • What behavior do you expect from Zendesk when people reply to a BCC message?

    Oh, and we know some of you have already gone out of your way to be explicit about these things, but more information always helps when we are designing and prioritizing.

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