CC problem

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112 Comentários

  • Matthew Jones
    Ações de comentário Permalink

    Hello Nicole,

    At the risk of just jumping on the band wagon, this is a major issue for our team as well. We actually had to roll back our deployment of the product because of the problems this was giving us. When items cross into a department or management layer that is not using ZenDesk it is impossible to manage and know who is seeing what.

    I understand specifics on timelines can't be shared but I see this thread was started back in 2013. I understand that development takes time but if there is any indication that this solution is going to be more than 6 months away, I can say we will be forced to look at other options for when our contract is up.

    Thanks, 

    Matt 

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  • Drëw
    Ações de comentário Permalink

    Hello Nicole,

    Thanks for your answers, but honestly it has been always the same. 

    On July 2017 you mentioned that you hope to have something by the end of the year to be tested. But it is June 2018 and we are at the same point or even worst (now there is no date expected...).
    It is very difficult to believe that it is something important for Zendesk. This post was started 5 years ago and "something" was started by Max more than 1 year ago. We can understand that it might be something difficult but if it is important there is always a way.

    We need a solution or at least an schedule/project/something to keep faith in Zendesk. We are happy with it but we had to modify our email policy to prevent these problems but it we are loosing communications and requires more work (not automatic). 

    Thanks for the information @Tim it is very interesting for future decisions if it is not solved .

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  • Dean Campbell
    Ações de comentário Permalink

    Hiya - four months ago, Jaimini Patel advised there was going to be a community post, sharing a demo and training material for new CCs.

    I'd at least like you to provide some centralized doco on exactly how CC's currently work in the different scenarios with agents and end-users, replying all, manually removing CC's etc.

    We've got issues with the way CC's work in ZenDesk, the same as multiple users have mentioned across the course of this 5-year thread.

     

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi Dean and Drew - 

    Unfortunately some of this is the result of turnover within the Product team. Max left before work on this project got off the ground (he's since returned, but in a different role) and Jaimini, who replaced Max, departed a few months ago. We do have an excellent Product Manager in place now, and I'll ask her where things stand with the CC situation. 

    The Product team is very much aware of the issues around CC's, and I know that it is a priority area for them. 

    Dean, as for your request for documentation, you may find these articles helpful: 

    How are CCs in Zendesk different from CCs in an email client? 

    Using CCs effectively in Zendesk Support

    Configuring CC permissions and notifications

     

    We will continue to update this thread as we have news around these issues. 

     

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  • Andrew J
    Ações de comentário Permalink

    Just a quick note on this - we looked at a way to at least address this issue by adding a notification at the top of any ticket notifications with CCs. 

    Basically saying, "The following people/emails are linked to this request and will receive a copy of any replies"

    Using the term CC was probably the biggest problem - everyone 'knows' how CC works in email, and expects the same behaviour.

     

     

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  • Barış BIÇAKCI
    Ações de comentário Permalink

    @Andrew Mills
    We've done the same thing a couple years ago and that text definitely suppressed a couple of disasters :)

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  • Veronica Taquette
    Ações de comentário Permalink

    Hi Nicole - Community Manager, do you have any update of when this improvement should be available? This is such a I big issue for my organization that we are considering leaving ZenDesk because of it.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Veronica - 

    We do have an update - if you scroll to the first comment on the thread, it's an official update from the product manager from just a few days ago. Improvements to the CC functionality are in process, and they're currently working out the bugs via a limited access program. We don't have a date set for general availability just yet as they're working through those things, but improvements are well on their way. 

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  • Lori Anne Graziano
    Ações de comentário Permalink

    Hello Zendesk, 

    Is there an update to this issue which can cause extreme security breaches?  I would think Zendesk would make this a main priority and not push it around for years.

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  • Andrew J
    Ações de comentário Permalink

    Hello Lori, can you expand on the security breaches thought? What is the issue you are seeing?
    Have you implemented changes to the user emails?
    From a security perspective, the issue is simply user knowledge, there is nothing anyone can do to prevent people sending info, but by changing the message you can at least prevent this from being due to ignorance.

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  • Lori Anne Graziano
    Ações de comentário Permalink

    Being due to ignorance?? 

    The issue is if someone forwards the email of the ticket the original requetor and the cc's from the ticket are iincluded in the email WITHOUT displaying in the cc.  

    Why don't the cc's display in the email?  All theses months I thought Zendesk was working on a resolution.   

    We have situations where a client will email into our pricing department which gets filtered throug Zendesk.  The pricing department will respond and the client will at times forward the response to the Sales Rep.  The Sales Rep (not an agent in ZD)  will forward the thread to the pricing department with their comments all of which the client will see because they are being cc'd but since they do not show up as a cc to the Sales Rep cannot remove them. 

     

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  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Lori,

    Sorry to hear you're experiencing issues with the CC functionality within Zendesk :( I completely understand your frustration and this is something that our Product team is currently looking into. The new CC and Followers feature is in limited access right now as mentioned in the following post: Docs: CCs and follower limitations

    If you'd like to test this new feature I would encourage you to reach out to your Account Manager so they can get you involved in the early access program. If you're unsure who your Account Manager is let me know and I can bring this into a ticket and pass your information along :)

    Cheers!

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  • Andrew J
    Ações de comentário Permalink

    Hello Lori,
    In normal email flow, forwarding an email drops the CCs and Sender, from the Zendesk side, a forwarded email ceases to be connected to the ticket.
    All I'm saying about ignorance, is that if the user is not aware of the Zendesk workflow, they expect an email to behave exactly like normal email... in that regard, they are currently uninformed (ignorant) of the consequences of actions and who is also able to see comments etc.
    A current work around simply includes information about who will see a reply in the intro to the ticket.
    This gives the reader the information... thus ignorance is no longer the reason.
    You can't prevent someone forwarding an email. The problem as far as I can tell is solely in people replying and/or possibly cc'ing in more people without knowing who is going see it.

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  • Tim
    Ações de comentário Permalink

    Andrew - We tried the workaround you mention (i.e. warning text at the top of the email) but found two difficulties:

    A. It's hard to find wording that won't seem odd to a customer (knowing the text will be seen when the cc'd party replies).

    B. Even with warning text, people expect a Zendesk email to behave like every other email. So embarrassing situations could still happen.

    As a result, we abandoned that workaround and told staff not to use the cc: function as we patiently wait for a fix. I'm shocked it has taken this long, and wish I'd have stuck with the tool we were using earlier. When evaluating Zendesk, I saw it could do cc:s and forwarding and figured we were good. Live and learn, I guess.

    Tim

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  • Andrew J
    Ações de comentário Permalink

    What text did you try Tim?
    We used: "All replies will be seen by the following recipients: email1, email2, etc."
    Since there are no 'CCs, they cannot expect to remove anyone from seeing the reply.

    Forwarding is not affected.
    Only other issue I can think of is when if the user adds a cc and the agent doesn't know this could be a problem.
    Does the option to prevent users adding CCs stop email adding?

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  • Tim
    Ações de comentário Permalink

    Below is the text we used for the cc: notification. It's the best we could come up with, but were still leery of how our customers might perceive it.

    And either way, it seemed inevitable that at some point a cc'd person would miss/forget that note and expect their reply to work like any other email and be sent privately to us. And, as others have noted, that could be embarrassing.

    If other ticketing tools can handle this, Zendesk should to.

    As a newer Zendesk customer, the slowness to respond is also concerning. This has been an open issue for 5+ years. I hope it's an exception, rather than the rule.

    Tim

     

    {{current_user.name}} has added you as a CC on this request ({{ticket.id}}). See conversation history below.

    Replying to this ticket will instantly send your reply to {{ticket.requester.name}} at {{ticket.requester.email}}.

    {{ticket.comments_formatted}}

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  • Kevin Lange
    Ações de comentário Permalink

    Been waiting on this fix for years.... Two years ago I even worked with a PM on designing the fix. He then left Zendesk and the project appears to have been scrapped. Yet again I have a to-do to get in front of the whole sales team to explain these scenarios even though we have the following template in place to list out all of the CCs

    This is the template we use:

    Your request ({{ticket.id}}) has been updated. To add additional comments, reply to this email. {% if ticket.cc_names != empty %} Responding to this email will send an email to the following CCed recipients:
    {% for cc in ticket.ccs %}{{cc.name}} ({{cc.email}}){% endfor %}{% endif %}

    {{ticket.comments_formatted}}

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  • Kristal Lam
    Ações de comentário Permalink

    Hi everyone! 

    Thank you for all your feedback and patiently waiting as we work on the new CCs and followers feature. I am excited to announce that we will be going into GA with this new feature on May 8, 2019!

    Once we hit GA we will slowly rolling out this feature to everyone. Once your instance has this feature you can go in and enable this feature at your convenience. 

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  • Tim
    Ações de comentário Permalink

    @Kristal (or others),

    With the new CC functionality going into GA tomorrow (per your announcement), is this the official documentation about how it will work?

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  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Tim,

    Here's the official documentation for CCs and Followers

    Hope this helps :)

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  • Lori Anne Graziano
    Ações de comentário Permalink

    CCs and Followers was added to my org last night (I have not enabled or adjusted any settings yet) and my Agents are now running into permission issues.  They are receiving the following:

    And some agents are seeing new fields "create new user” dropdown."  Me as an Admin am not running into these issues. 

    Again I have not made any setting adjustments.  I have emailed into support and waiting for a response but is this the behavior that is supposed to happen after ZD adds this feature?

    1
  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Lori,

    I was able to track down your ticket you submitted to our Customer Advocacy team. You're ticket is currently at a high priority so our team should follow-up with you soon to troubleshoot this issue.

    Thanks for bring this to our attention!

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