CC problem

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112 Comentários

  • Comentário oficial
    Nicole - Community Manager
    Ações de comentário Permalink

    Thank you all for your feedback! You have successfully helped to make Zendesk's tools and products work better for you. The new CC's and Followers functionality has begun rolling out, and this process will continue over the next several weeks. 

    For more information and to learn how to use the functionality, please see the comprehensive list of CC's and Followers Resources. 

     

    This thread will now be closed for comments and archived in the near future.

    If you have questions about CC's and Followers, please post those in the Support Troubleshooting and Q&A topic.

    If you have feedback about the new functionality, please start a new post in the Support Product Feedback topic

  • Max McCal
    Ações de comentário Permalink

    Hey, everyone - 

    We are looking to do some validation of our proposed solutions for the CC issues many of you face with Zendesk. I'm currently looking for Zendesk agents and admins with concerns about how email CCs are treated. Just need to schedule a 30 minute video call (it will be recored). If you're willing to do so, please sign up here: 

    [Removed the link; huge response thank you!]

    4
  • Sebastiaan Wijchers
    Ações de comentário Permalink

    Let me start with a disclaimer; I love Zendesk.

    That being said, this is really the Achilles' heel of Zendesk. People are complaining about this for years, the most terrible accidents are caused by this, but it was never really taken seriously.

    The things that Max McCal showed me before he left looked promising, but we really need a solution A.S.A.P. Especially with the GDPR coming, and the CC opens up all kind of possibilties to have private information end up at the wrong places. You could see a CC accident as 'data breach', which can be fined and needs to be reported.

    Why all the delays? Why a new PM that needs to be brought up to speed? Why not put an experienced PM and team on this and make it your top priority?

    4
  • Putri Pangesti
    Ações de comentário Permalink

    Hi everyone, 

    This can be very frustrating.

    I'm a bit shocked to see the fact that the issue still last after 3 years.

    Zendesk product team: we're really hoping you can solve this.

    3
  • Jessica Goldring
    Ações de comentário Permalink

    Wow! I am amazed that this problem is still going on three years later, and doesn't seem to have ever been addressed.

    We just had this same issue come up - Customer A emailed our support. I replied, cc'd one of my founders. Founder replied to (he thought) me only, and it ended up going to our customer as well. Very embarrassing!

    I don't understand why the email gets copied to a person whose email address has been manually removed from the chain. We have all been trained by email apps over the years to expect all recipients on an email to be visible in the distribution list. It's not realistic to expect every team member, working from gmail or another email app, to anticipate something they have never encountered before, every time they hit send.

    As a work around, I have reset my default settings for tickets by unchecking the boxes for "Agent comments via web are public by default" and "Agent comments via email are public by default". Which, I think begs the question of why internal comments aren't the default setting to begin with.

    I would much prefer to take the time to resend an appropiate email to one of my customers than have to take the time to explain and make up for an embarrassing situation.

    Zendesk - please fix this!!!!

    3
  • Sebastiaan Wijchers
    Ações de comentário Permalink

    In my opinion the point is: Zendesk can explain this CC functionality to their customers clearly, but how do we explain it to our customers?

    I don't think this can be solved textual like in Sean's article. In our case most of the customers don't even know what a 'ticket' is. They just send and receive e-mail and expect to see the people in the CC field of their client.

    It's not a major issue for us, but once in a while it does lead to confusion or even a painful moment ;) So I would rather have an e-mail kind of CC.

    2
  • Christina Fountain
    Ações de comentário Permalink

    Yikes, this just happened to us for a very personal HR matter. I see a lot of articles without any real solution. Has anything changed since this article was posted? 

    Person A emailed our Command Center which got forwarded to Zendesk. Command Center forwarded Person A's email to HR from our gmail box. HR responded to the forwarded email which was logged in Zendesk and person A received the comment. Then Person A responded to what she thought was just our Command Center but HR was then invisibly cc'd and received the comment. 

    Can someone point me in the direction of a good solution? Do I just need to turn off ccs? 

    Christina

    2
  • Sebastiaan Wijchers
    Ações de comentário Permalink

    Hello Christina,

    This is going on for many years now. I'm afraid it comes down to risk assessment. Can you take the risk that this will happen more often to you? As it will happen more often...

    If not, then I would advise to disable the CC functionality. I love Zendesk, but this is by far the biggest weakness. I also think this should have been taken care of a long time ago.

    Maybe somebody else has a good solution, but to my knowledge there is none.

    With kind regards,

    Sebastiaan

    P.S.

    Even with CC disabled you are not entirely safe from things like this to happen:

    If I read your situation right, then that's basically what happened to you as well. So it's not really (just) a CC problem, but an original requester problem.

    2
  • Joel Hellman
    Ações de comentário Permalink

    Since I guess there is a new PM here, I want to remind on the issue that email replies/forwards back to Zendesk where the sender has changed the support/recipient address to another address, should never update the original ticket.

    For switching between brand support addresses, that's obvious, but it's important for support addresses in the same brand as well, since otherwise any emails replies back to a company's Zendesk can end up in any support group, and not the indented one.

    All which contributes to the fact (the Achilles' heel) that replies back to a Zendesk ticket might end up at a destination the sender definitely didn't intend it to, as well as spreading confusion to everyone involved. Which is the core of this thread, I believe.

    2
  • Julie Granillo
    Ações de comentário Permalink

    We started tested Zendesk with our customers and very quickly had an embarrassing situation.  I've been waiting for the past several months for Zendesk to fix it before we roll it out across our company, but it hasn't happened, and it seems like it's not going to happen.  Therefore, we're leaving Zendesk and going with a different provider

    2
  • Tim
    Ações de comentário Permalink

    Thanks for the update, Nicole. A key followup question...

    When one of the people cc'd hits "reply", will their reply be private or public?

    Right now, hitting 'reply' creates a public comment - essentially doing an unexpected 'reply all' instead of a 'reply' (i.e. potential embarrassment). I can't tell from your description whether that is being changed.

    The tool we're coming from (Freshdesk) allows us to forward an email to a 3rd party, and replies are kept private (see documentation). That's the type of functionality we, and I think others, are looking for (whether via cc: or forwarding).

    2
  • Davide Marquês
    Ações de comentário Permalink

    Hi Jaimini and Nicole,

    Nice to see some progress on this topic!

    With the new developments will it be possible to block email forwards from being added to the ticket as public comments?

    Case in point / embarrassing scenario that we'd like to prevent:
     - Account manager receiving ticket updates via email;
     - Decides to escalate;
     - Forwards the ticket email thread to the Support (email address tied to zendesk) adding his/her reasons for escalation;
     - Zendesk make the the email content visible to the customer as part of the original ticket

    Will we be able to prevent this?

    Many thanks!
    Davide

    2
  • 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 

    2
  • Daphna Tsachor
    Ações de comentário Permalink

    Same problem here... very embarrassing situations with customers! 

    Zendesk team - this should be top priority for you, guys. It's unbelievable that you can't avoid these emails.

    1
  • Rafael Marquez Montes
    Ações de comentário Permalink

    Hi there

    I am currently experiencing this problem too and I had to take a decission. I set the "Only agents can add CCs" which is reducing but not solving the situation, since an answer from one of my company's end-user about a client removing the client from his email will generate a notification to the client if the user is in CC.

    I believe there are several possible solutions to this:

    1.- Add an option where end-users may remove CCs. On that way, Zendesk will be working as an email inbox, respecting the CCs on the end-user mail. This could set a bad situation where users are just answering the ticket and it is not populating to other users which should be in communication.

     

    2.- (already considered here) Add an option where only agents' public comments may be CCed. That is the most logical solution. If the end-user would want to have someone CCed, he would have set it in his original email.

     

    I believe adding these options may look like a complication to the system but it is also making it more versatile. We are working with this tool in an non-support oriented team using it as a Case Management, and we miss functionality which could be easily added. This is one of them, and a very important one.

    1
  • Barış BIÇAKCI
    Ações de comentário Permalink

    Hi all,

    Just can't stop it from happening for the last 3 years :) Love zendesk but something emberassing just keeps happening. As I said 2-3 years earlier, one lower level option (a checkbox maybe) may simply solve this;

    "Do not forward ticket comments to CCs & Requesters, if it gets sent by a Requester and/or a CC"

    Or

    "Only public assignee comments gets forwarded to requesters and CCs"

    1
  • Theo Fryer-Smith
    Ações de comentário Permalink

    Hi everyone,

    We are relatively new Zendesk customers and this is a big problem for us too. Our scenario:

    • Requester = Client
    • CC = Broker

    The broker wants to be kept in the loop with what is happening with their client. On occasion they may want to respond to us (agent) with a comment that may be sensitive (e.g about the client's suitability for a product). Naturally they will simply strip the client off the email and reply back to us - not knowing that they email will end up going to the client!

    Yes, we could adjust the CC template to warn the Broker but that is not a failsafe approach.

    And removing CC would be highly inefficient as our Agents would have to maintain two separate tickets (ticket 1 with the client, ticket 2 with the broker).

    My idea - flawed but removes the risk factor - is that all CC replies become internal notes and not public replies.

    1
  • Lauren Espiritu-Philson
    Ações de comentário Permalink

    Hi Zendesk - 

    I have also upvoted this issue. We have two internal groups. One group loves the "sticky CC" feature because the nature of the communication often requires many of our client's teammates to be looped into the thread. When sticky CC's are turned off, that group is at high risk of someone important missing out on communication. Occasionally, they run into problems where a client has dropped someone off of CC but the CC remains in Zendesk. Negative consequences from that are slim chance, but still exist.

    Our other group HATES sticky CC's. The way they interact with clientele, the requesters often drop people from CC and our agents do not know. We had one client who should have been dropped from CC continue to be looped into the ticket thread. Needless to say, it caused us some major pain as a result.

    I often hear from my team - "Why can't Zendesk CC's act like email????" :-*(

    While that might be a tall order to fill, I think a simple addition to the triggers page could be helpful. Under conditions for the action to take in the trigger, we already have "Ticket: Add CC". Can Zendesk add an option that is "Ticket: Remove all CCs"? In that case, we can turn sticky CC setting on for the whole account then write a trigger that says "if a ticket is created and send to Group B, then remove all CCs".

    That would be dead simple and SO HELPFUL.

    I'm really surprised that there are so few votes on CC issues as I imagine many customers are running into these very issues.

    1
  • Kevin Lange
    Ações de comentário Permalink

    Perhaps the ability to add information about who is CCed and BCCed to every email notification is a good solution. I don't see this option in the email placeholders. Hopefully Zendesk will consider a placeholder such as {recipients} which will list all the recipients of the email and who will receive a reply of the user responds.

    Furthermore, it's confusing the way it is now. From a clients perspective, they are likely frustrated that their CCs appear to be removed from communication, where in reality they're just send a separate email notification.

    I understand that when a Light Agent forwards an email from a client, Zendesk will automatically make the requester the client. However, if the client CCed anyone, those CCs are not included in the ticket. The light agent can copy and paste those who CCed the client in the forward. Ideally, I think there could be an email tag that includes CCs. For example:

    #includeCCs true

    If this tag is present, then Zendesk should know to include all CCs as well as the end user who emailed the light agent.

    ~Kevin

    1
  • Sebastiaan Wijchers
    Ações de comentário Permalink

    Hello Jessica,

    The case you describe we run into once in a while as well. In your case your founder is an agent and you can circumvent it with some settings, but what if that party is not an agent? The comment will be public anyway.

    People who mail from their client should trust that their message is only exposed to the people they address, not to requesters and CCs on the ticket. Most of our end users aren't even aware they are 'talking' to a ticketing system like Zendesk..

    With kind regards,

    Sebastiaan

    1
  • Stephanie Petersen
    Ações de comentário Permalink

    We have the same issue. This was posted back in 2013 - has there been any improvements to correct this issue yet?

    1
  • Drëw
    Ações de comentário Permalink

    We are having issues with that too.

    Person B in CC of the first email, is trying to answer only us and forwarding the information to our engineering department and it is arriving to the customer!!! In other language and with sensitive information.

    It may cause us big issues.

    It is surprising (and quite disillusioning)that this issue has not been addressed in more than 3 years now...

    Are we expecting something soon?

    1
  • Kevin Lange
    Ações de comentário Permalink

    Hello,

    I signed up for the call as well.

    @Jessica Goldring -- I believe your use case can be satisfied by a the light-agent add on. You basically assign all of your internal users (other than full agents) the light-agent status. Light-agent cannot create public comments and when they forward email to support it's basically a handoff.

    My use case is slightly different. We tried the light-agent route but our account managers want to be involved in the conversation and need to be able to communicate with the client within the same thread. Light-Agent doesn't work for us because account managers responses are always private.

    I ended up changing our account managers back to end users. I then updated email templates to include a list of all recipients if someone responds to the email. This is to avoid the embarrassing situation of 'private comments' going public.

    However, our problem now is that we don't have an easy way for our account managers to communicate privately with us and are forced to use alternative channels such as slack or direct email. The problem with this is that there is no audit trail of these communications.

    For my use case, I need a way for our account managers to have the ability to both communicate privately with agents via email and also be able to communicate publicly via email. Our account managers do not log into the Agent Dashboard and it doesn't make sense for us to purchase 40+ agent licenses for them. 

    ~Kevin

    1
  • Nilo
    Ações de comentário Permalink

    Hi Zendesk Team,

    Is there any solution at this now? I've noticed that this article has been raised since 2013. Hopefiully after 4 years we have managed to find solutions already.

    What happened to us is that our Client received an email thread from our Internal conversation email? Which shouldn't be happening.

    Thanks,

    Ranilo

     

     

     

     

    1
  • Josh
    Ações de comentário Permalink

    We just ran into this issue today. It's a catastrophic oversight that causes tremendous harm to our business. We've canceled our account because of it. We won't be doing business with Zendesk again because we consider this to be gross negligence on their part.

    1
  • Drëw
    Ações de comentário Permalink

    I agree with Sebastiaan,

    We use Zendesk and it is helping us in many different ways. but this issue has caused serious problems. Even the bigwigs have asked us for explanations about this issue and though about closing it... Fortunately we have been able to explain it, we have do some rules in the email (blocking the internal emails) and we have transmitted that Zendesk is working on the solution.

    We can understand that when a person left the company it may cause difficulties in the projects, but it has happened more than 2 MONTHS ago and it seems that we are still at the same point of looking the new PM. It means more than 2 months lost in a problem that is very important for us (and quite more customers)

    We are still waiting (almost 6 months since we have the meeting with Max) and it is a quite frustrating. We have defended Zendesk and we still trust them but it seems that it is not a top priority for Zendesk (and honestly we do not understand why). 

    At this time we need to see some movement from Zendesk, there have been enough time to replace Max. We will be waiting for the information of the next week.

     

    1
  • Drëw
    Ações de comentário Permalink

    Hi Tim and Julie,

    It is totally frustrating the situation. It is and has been a major problem for a lot of people now, but the worst is the answer of Zendesk. We have been waiting for more of 6 months just to have an update of the situation. For me it is clear that they are not going to do no anything.

    So now, since there is no answer from Zendesk, we are also looking to similar applications without that issue (and better customer service). 

    If someone is thinking about starting with Zendesk, we do recommend to test the CC working deeply before deciding to make sure that it is not a problem for your application.

    1
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi all - 

    I received an update from the product team yesterday: 

    "As of now the CCs functionality in Zendesk works with a paradigm that everyone on a ticket should be updated. But this is not expected behavior in many scenarios.

    Going further : Zendesk Support is updating how you collaborate on tickets. Before, CCs included both internal (agents and admins) and external (end-users) users. Now, bringing additional colleagues and end-users into a ticket’s thread which works like traditional email, and you have more control over who receives certain ticket email notifications.

    There are now two types of user adds:

    CCs allow you to include end-users and agents on ticket notifications. CCs can be added by either internal users (agents & administrators) or external users (end-users).

    Followers allow you to include additional internal users (agents or administrators). Followers can be added by internal users, or by end-users when collaboration is configured to allow it.

    We are currently in implementation phase of this new paradigm and will start an EAP by the end of Q1."

    We realize that this may not satisfy all of the many and varied requests in this thread, but hope that these will be the first steps toward making a better experience and functionality with CC's going forward. 

    1
  • Tim
    Ações de comentário Permalink

    Thanks so much for the response, Jaimini.

    I'm trusting that the 'you' referred to is the non-agent recipient of the cc'd message. That is, when non-agent recipients are replying to the message (from their favorite email program) it works as they'd expect.

    Just wanted to make sure. Thanks for your work on fixing this.

    1
  • Jaimini Patel
    Ações de comentário Permalink

    Hi Julia, 

    Apologies for late response. 

    Presently we are preparing demo material for new CCs functionality, I can give you more clarification then.

    We are in the development phase and are addressing all the concerns which gives an agent more control and visibility. 

     

    To add more -- we will open a community post  sharing a demo and training material for new CCs.

    1

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