BCC's

Planejada

142 Comentários

  • Nicolas Cary
    Ações de comentário Permalink

    I would also like to voice my support for this feature. I will frequently need to copy an internal resource (development) or someone on our design staff to share customer feedback with them. Being able to BCC a response would be very useful. 

    Any plans to include this functionality? 

    Thanks!

    -Nic

    0
  • Trish Anderson
    Ações de comentário Permalink

    Our support agents would definitely find this useful!  Thanks!

    0
  • Cheryl Wetherington
    Ações de comentário Permalink

    I put in my vote for bcc's a while ago. However, since then, Justin from ZD was extremely helpful and howed me how to set up a Trigger which essentially acts like a bcc. Here are instructions for those of you who want to try it. It works great as a bcc option. Once you set up the rule, you just have to add whomever you want the ability to bcc as a target. This method works for us!

     Create a Target:

    Settings - Extensions - Add Target. This can be any email address, it does not have to be an account associated with Zendesk.

     Create a Trigger:  Business Rules - Triggers

     Trigger Title: Forward to "Sam"

     Meet ALL of the following conditions:

     Tags Contains at least one of the following

    "Sam"

    Meet ANY of the following conditions: (these are mine, set whatever conditions you need)

    Status is New

    Status is Open

    Status is Pending

    Status is On-Hold

     

    Perform these actions:

    Notify target  "Sam"

     

    Message: select the message details you want forwarded to your target.

     Create.

     Now, select a ticket, add "Sam" as a tag, and update the ticket. An email with the ticket details you selected is automatically sent to Sam. Any time the ticket is updated, another email is sent to Sam, assuming you have all the status's set up as conditions. The one trick to this is that tags are limited to one word. You can get around this by using first/last name as one word, e.g. BobJones instead of Bob Jones.

     It takes a bit of setup, but works just like a bcc, and is kept private from the customer.

    0
  • Martin Madsen
    Ações de comentário Permalink

    +1 for bcc!

    Currently we use triggers for the same purpose, but bcc would be a much better soluition. With bcc we can get an exact copy of the outgoing mail, and that is really what we need.

     

    0
  • Ross Malyon
    Ações de comentário Permalink

    Hi, I am prepared to offer hugs to everyone at Zendesk if this was added.

    0
  • Cheryl Wetherington
    Ações de comentário Permalink

    Hi Ross and Martin, 

    Have you tried the back door setup I described in my 1/16/13 comment? Works great!

    0
  • Alison
    Ações de comentário Permalink

    You have to be an admin for triggers correct?

    0
  • Cheryl Wetherington
    Ações de comentário Permalink

    Yes, only Admins can create and manage triggers. https://support.zendesk.com/entries/20011606-Streamlining-workflow-with-ticket-updates-and-triggers

    0
  • Tabea Naeder
    Ações de comentário Permalink

    +1

    0
  • Josh
    Ações de comentário Permalink

    +1

    0
  • Vic Duan
    Ações de comentário Permalink

    It seems Zendesk Enterprise already includes an "email archiving" feature, which actually is a global BCC option (https://support.zendesk.com/entries/20296386). So what Zendesk needs to do is just allow clients of other plans to access "email archiving" feature??

    0
  • Can Do Systems, Inc
    Ações de comentário Permalink

    We really could use BCC!

    0
  • Stefan Singer
    Ações de comentário Permalink

    I need this bcc function too. Please add it!

    0
  • Kate O'Neil
    Ações de comentário Permalink

    I need this too!

     

    0
  • Jeremy Meyer
    Ações de comentário Permalink

    We would like this as well.  We have an issue currently where we are probably going to need to involve our loss prevention department.  If I CC the appropriate people the ticket requester is going to cover their tracks immediately.  If I could BCC loss prevention could see all the updates and react appropriately without needing me to forward all the information each time we get a response.

    0
  • Henry Gresson
    Ações de comentário Permalink

    We require this feature also. 

    Surely with all the people that have requested it on this thread it's getting close. 

    0
  • Tracy Curtis
    Ações de comentário Permalink

    +1

    0
  • Chris Alfaro
    Ações de comentário Permalink

    Make it so #1

    0
  • Frank Bruner
    Ações de comentário Permalink

    This is an important feature we would like to see added. +1

    0
  • Cathy Grim
    Ações de comentário Permalink

    +1

    0
  • Mikko Savolainen
    Ações de comentário Permalink

    +1 for this feature

    0
  • Larisa Moore
    Ações de comentário Permalink

    Us too -- what I would love to do is be able to BCC someone as part of a macro, so that when we say "we've passed along your feedback/request/etc." the macro would just do it, without the need to set up a separate trigger.  In the meantime I will try the target/trigger approach suggested above.

    0
  • Raj
    Ações de comentário Permalink

    2+ from us, for the two users that we just badly screwed up on a group notification which was seen by all recepients, as we 'assumed' cc would actually bcc...So embarassing!

    0
  • Can Do Systems, Inc
    Ações de comentário Permalink

    What needs to be done to convince you folks at ZD that this is an important issue?

    And pardon me but it's so elementary! No BCCs in email? In 2014???

    0
  • Nadia De Vriendt
    Ações de comentário Permalink

    +1 from me!

    I do wonder if Zendesk is still reading this thread, though...

    Cheryl's workaround is good for now, but tags are easily forgotten (especially when you don't use a certain tag often) and we'd need to add a lot of e-mail addresses as targets before this can work. 

    0
  • Edward Savage
    Ações de comentário Permalink

    Cheryl Wetherington is AWESOME.

    0
  • Cheryl Wetherington
    Ações de comentário Permalink

    @Edward - aww, I'm blushing - thanks! I have some tweaks to post, and will try to get to that this week.

    @Nadia - keep in mind you can copy the triggers and targets once you get the first ones set up, so they do go pretty quickly.

    0
  • Nadia De Vriendt
    Ações de comentário Permalink

    @Cheryl Thanks Cheryl. That's indeed what I did :-) It's working like a charm!

    0
  • Howard Rabb
    Ações de comentário Permalink

    This feature is badly needed, and several of the other users are right.  Its 2014, why can we not BCC?  Kayako and most other products can do this. We need this to be able to have our emails archived in a CRM without broadcasting the CRM's address.

    0
  • Andy Rose
    Ações de comentário Permalink

    I work on an Ops team that uses Zendesk for ticketing. Occasionally, something goes wrong and we need to send notifications. To maintain consistency, we would like to send these out using Zendesk, but not being able to BCC people is preventing that.

    When we send an internal notification, it goes out to > 100 people (too many to set up with Cheryl's method). We do this through a distribution list maintained in the Active Directory. BCC is required because we can't have people doing a "Reply All" response and email everyone on that list. 

    Another problem is external notifications. We need to be able to send notifications to our partners (> 200 contacts), but sharing their emails would violate our agreements. Again, we have distribution lists in AD, but in order to use Zendesk, we need to be able to BCC. We are required to send these notifications without sharing the addresses from our distribution list.

    As for implementation in Zendesk, the ability to BCC contacts is already set up for archiving. Adding a place where more BCC contacts can be added should be very simple. Is there some sort of agreement that you have to not use BCC for contacts? If you cannot have a BCC area on tickets, could you at least add the ability to BCC a target on a notification through the triggers?

    +1 on getting the BCC functionality into Zendesk. It is a vital part of email and should be included in a ticketing system that allows for email-based ticketing. 

    0

Por favor, entrar para comentar.

Desenvolvido por Zendesk