The new CCs and Followers feature is great, but has one major downside: when a ticket is reopened because a CC'd end-user replies, that update does not reset the "next reply time" SLA clock.
With the new feature, if a CC hits "reply" instead of "reply all" (so not including the requester), that reply becomes a private comment. See this article.
The problem is, we order our queue by the "next SLA breach," based on the "next reply time" SLA. This is what we use to approximate a "first in, first out" workflow (which Zendesk doesn't support natively). But now, tickets reopened by a private comment from a CC get no SLA time. This means they get stuck at the bottom of our queue.
When a customer gets an SLA guarantee, they don't have the expectation that it only applies when the initial requester of the ticket is the one doing the replying. Customers frequently collaborate on tickets with colleagues, or even themselves at different email addresses. Regardless of who replies, they should get the SLA.
My improvement request is that the SLA clock should start any time any end-user replies to a ticket, regardless of if they're the requester or not.