BCC's

Planejada

158 Comentários

  • Brandon Jones
    Ações de comentário Permalink

    Definitely have not read through all of the comments, but wanted to add my request to this.  I'd like to BCC from my Zendesk, but the purpose I want is that people who are BCC'd when replying their reply gets added as a private note to the ticket only.  Seeing as how Zendesk doesn't seem to want to add a BCC, maybe enable a feature to group certain end users by organization, or other mass grouping, and set them up to have comments sent from that group added to tickets as internal notes?

    1
  • Remco
    Ações de comentário Permalink

    Well, if you only do what customers ask for, we would probably have an enhanced chariot by now. Sometimes.. a creator is able to watch deeper into the heart of the consumer than the consumer itself. 

    1
  • Steve Middleton
    Ações de comentário Permalink

    i know this ticket is 8 years old but i'm new to ZD

    why no BCC ??? its really useful for dropping people off cc but letting them know 

    seems a bit weird this was never addressed?

    1
  • Alison
    Ações de comentário Permalink

    While I appreciate the response, Nicole, this thread has been open for 8 years.  I cannot imagine anything in coding of a website would legitimately take 8 years (or more) to change.  Bottom line, when we asked 8 years ago, we were told no, so it's not like you've been working on it since it was requested.  I just think if I had customers begging for 8 years, I would have added the function by now... the service we moved to ZenDesk from had no problem implementing it, and you are a much bigger company. 

    1
  • Remco
    Ações de comentário Permalink

    Same here Stephen, we had exactly the same going on and we used the same workaround as you did (inform about who is CCd on the ticket)

    1
  • Alexander Reid
    Ações de comentário Permalink

    +1 for BCC's
    How has this not been not built already?

    Sounds like your product team is dealing with the consequences of an inflexible product design for CC's, probably done 10 yeas ago, that makes this request prohibitively costly Dev-wise, because it requires a redesign of the whole CC feature. 

    I'd love to be wrong about this, but what other reason could cause a 9 year delay for such a basic feature that exists in all email clients?

    1
  • Gregory Muir
    Ações de comentário Permalink

    Holy smokes, TEN years?!?!

    1
  • Adam Williams
    Ações de comentário Permalink

    We'd still love to be able to use this feature.

    0
  • Dave Cahill
    Ações de comentário Permalink

    Adding my vote on this one. The "Email group" trigger action always puts everyone in the "To" line, which makes it difficult to do email filtering on notifications which mention you specifically.

    0
  • Justin Ruffell-Ward
    Ações de comentário Permalink

    Yes, we'd very much like this. We often want to copy replies to other members of our team. Must be very simple to add but a valuable addition.

    0
  • Tate Lillies | Function Point
    Ações de comentário Permalink

    I need this bcc function too. Please add it!

    0
  • Monica Alonso | ReviewPro
    Ações de comentário Permalink

    bcc is important for our organization as well.

    0
  • Kelly Land
    Ações de comentário Permalink

    Would be great to add this.  It would makes our lives SO much easier.  

    0
  • Julio Miles
    Ações de comentário Permalink

    Yup, this would be a very valuable feature for my organization too.

    0
  • Krukowska, Anna
    Ações de comentário Permalink

    This would certainly help a lot! It's a real pain to switch back to Outlook for my BCC needs. #firstworldproblems

    0
  • Alberto Corazon
    Ações de comentário Permalink

    This would greatly help us in sending client notification to a list of clients, and this way be able to track them on zendesk

    0
  • Adam Williams
    Ações de comentário Permalink

    Cmon' Jake. Give the people what they want.... BCC's!

    0
  • Todd Dyer
    Ações de comentário Permalink

    I would also like to add our organization's vote to have BCC's available in outgoing tickets.

    0
  • Terry Knox
    Ações de comentário Permalink

    Would definitely be useful for us too.

    0
  • Christiaan-Easyswitch
    Ações de comentário Permalink

    We are really interested in this feature. I hope it is still being implemented...

    0
  • Alison
    Ações de comentário Permalink

    I guess I'm confused as to why this cannot be implemented.  I can BCC in my Aol mail account from 15+ years ago... is it a security issue?  Or just not high on any priority lists?  Is there some work around?  Right now I have to copy each mail into my personal account to have records of my conversations... it would be SO helpful to just BCC myself in.  I know it says not planned, but really?  Not at all?  Hopefully it will be someday... or a work around... I just need *my* messages sent to be, not everyone's.  Anyhow, I really hope this is somewhere in the works.  Thanks :)

    0
  • Andrew
    Ações de comentário Permalink

    I'd like this also.

    bedphones.com

    0
  • 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

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