BCC's

Planejada

147 Comentários

  • Alex
    Ações de comentário Permalink

    One more request! Our company really needs to have this feature added as well. Thanks ZenDesk. 

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  • Colin Piper
    Ações de comentário Permalink

    Forgive me if I am missing something here but what is the issue here?

    Zendesk does not do a CC as in the Outlook or GMail sense, but rather does a true carbon copy - so a completely separate email. I just tested this to be sure. I created a ticket with a second person in the CC and when I received any email from Zendesk for that ticket, it never mentioned the collaborators on the ticket. When I replied all, the update only went back to Zendesk and Zendesk sent out an update to the collaborator.

    Is this not the experience everyone else has? Is there a scenario I have overlooked?

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  • Can Do Systems, Inc
    Ações de comentário Permalink

    So, Colin, what you're saying is that ZenDesk's CC acts like a BCC? If that's true, then ZenDesk needs to add CC support.

    It's not just Outlook and GMail which define the functionality of CC. The purpose of CC - in contrast to BCC - is to intentionally make the members of a group aware who else received a copy.

    So which is it? Is ZenDesk lacking CC or BCC functionality? Whichever is lacking needs to be incorporated.

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  • Colin Piper
    Ações de comentário Permalink

    This post by Zendesk may explain the current functionality: https://support.zendesk.com/hc/en-us/articles/203661306-Using-CCs-effectively-in-Zendesk

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  • Colin Piper
    Ações de comentário Permalink

    Reading the above linked article, the footnote is interesting in the collaborators can see one another so there is still a case for BCC. This is the scenario I was missing.

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  • Maggie Billard Cosgrave
    Ações de comentário Permalink

    Adding my vote for BCC functionality. 

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  • vpatel
    Ações de comentário Permalink

    Adding one more vote. BCC feature would be really very helpful. 

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  • Johannes
    Ações de comentário Permalink

    +1

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  • Marsha Ferguson
    Ações de comentário Permalink

    This BCC feature has been requested ever since this chain began back in 2011. '

    Every time I see a new post it makes me wonder why nothing has been done even in this day & age of technology - it's 2015! Simply ADD the feature in!

    It's odd that no one from the ZENDESK company has even responded, how sad is that?  That's not good customer service in my opinion.

    Really tough with a customer who has a tricky situation - when you cannot BCC: a non-zendesk agent person. (i.e high level mgr)

    That's why BCC is so important. I wish Zendesk knew how integral it is to support centre business management.

    Thank You - Feb 13 2015 - hoping by Summer 2015 BCC is here!!!!

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  • Daniel Morris
    Ações de comentário Permalink

    I just can't believe this has been requested for over 2 years and not been implemented. The rest of Zendesk is awesome!

    In Desk.com it's a one click mail icon in the ticket to foward them ticket/message outside of the system to an email.

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  • Nick Scroggs
    Ações de comentário Permalink

    Wow!  3 years of requests for BCC and no comment from Zendesk other than "no plans to implement".  In my operation, we often need the ability to send e-mails to 400+ customers but, for obvious security purposes, I don't want each customer having 399+ other people's e-mail addresses.  This is basic functionality of an e-mail system.  Heck, even AOL had BCC capabilities in the early 90's...this shouldn't be that hard to implement, especially when the demand for this feature dates back 3 years...

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  • Ryan FitzGerald
    Ações de comentário Permalink

    Is there any reason why someone from Zendesk won't chime in on this thread?  The silence seems strangely out of character considering how attentive Zendesk folks are in every other aspect of the service I've read over the past year.

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  • Alfred F.
    Ações de comentário Permalink

    Come on Zendesk. We moved from Kayako and they have BCC. I'm sure you guys can add this feature.

     

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  • Ellen Mason
    Ações de comentário Permalink

    Ditto - this would be very helpful to have a bcc function.  

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  • Ellen Mason
    Ações de comentário Permalink

    Thank you Max for looking at this.  Below are my responses

    I want to be able to cc some lite agents and end users.  We would like to be able to notify end-users via email without them seeing each other as well as lite agents and management staff depending on the situation.

    For us - it would be different users - such as use cases where we resolve an issue that affected multiple end-users from different clients.

    If a reply comes in from a BBC it should be made as an internal comment on the ticket so Agents can see it, but not anyone else on the cc list.

    Ellen

     

     

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  • Nadia De Vriendt
    Ações de comentário Permalink

    hi Max, thanks for your feedback. So here are our needs for bcc's

    • Who do you want to BCC, and why? 
      We'd like to bcc internal teams so they are kept in the loop of certain events and information.
    • _Agents or end users?
      _agents should be able to bcc. The people we bcc are neither. They are external email addresses (sometimes group emails) who don't have access to Zendesk
    • The same people frequently or different ones each time?
      In our case it would probably come down to about 7 or 8 frequent email addresses, although this may be subject to change
    • What behavior do you expect from Zendesk when people reply to a BCC message?
      that it's an internal comment to the ticket and end users don't see the response (best case scenario would be that they can choose this themselves somehow, but if this can't be done, I'd just prefer internal comments to be on the safe side :-D)
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  • Can Do Systems, Inc
    Ações de comentário Permalink

    Now I'm beginning to understand the complexity of implementing BCC in Zendesk.

    Our main use is for broadcasting a message to customers. For example, to inform our customers of a product update.

    Our preference would be that if someone who was BCC'd replies to us, that a new ticket be opened up for that response. What would also be nice is for Zendesk to post and internal note on the original BCC post, identifying the new ticket number opened and by whom.

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  • Ryan FitzGerald
    Ações de comentário Permalink

    Our use of BCC would be for agents to keep top management (CEO or CTO) aware of either a specific customer's issue or an emerging trend. We'd like to be able to do this without exposing their email addresses to the client.

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  • Ellen Mason
    Ações de comentário Permalink

    This application installed very easily and I found it worked just fine.  Thank you.  One question how many bbc's can you have for a single ticket.

     

    the cc's limits 24 what is the limit for bcc's.

     

    Best,

     

    Ellen

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  • jonathan
    Ações de comentário Permalink

    I installed it, but can't see where to configure the bcc email address, any idea? thanks!

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  • Remco
    Ações de comentário Permalink

    Hey Jonathan, it does not need any configuration. Just go to an existing ticket and look at the apps section. On your right-hand side you will see:
    Its nothing more than that! Good luck!

    https://www.zendesk.com/apps/zcc/

    or
    Admin ->Apps -> Marketplace -> Search for ZCC

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  • Jennifer Rowe
    Ações de comentário Permalink

    Hey Remco, thanks for helping. :)

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  • jonathan
    Ações de comentário Permalink

    Thanks! this is very useful... I see that for each case we have to add the bcc email address manually. Is there a way to configure it such that the same email address is added as bcc to all emails? 

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  • Claire Smith
    Ações de comentário Permalink

    To add to this thread..

    Mine is more of a "create multiple tickets in one go" request: 

    We often have to contact a number of customers with the same message (eg the item they have ordered is out of stock). In a "normal" email system we would bcc the customers in the message, but with zendesk we have to contact each customer separately.

    We would like it so if the customer replied it created a new ticket so we can reply to the customers individually and we have not shared the customers private details. 

    Also I am not sure why the BCC app is only limited to admins? 

    Thanks 

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  • Gary Jackson
    Ações de comentário Permalink

    +1 on this too please.

    Another option which may work for some - add the ability to "Tag" an agent in the ticket?  That then sends an email out saying you have been tagged in a ticket.

     

    So like Jira and Confluence does - add @username to an internal note and it will send an email to that person.

    So you could put...

    Hey @adminteam please take a look at this as it has the address you have been asking for.

     

    Make sense?

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  • Erik Haan
    Ações de comentário Permalink

    It's very important for our organization to BCC Salesforce (using their Email to Salesforce BCC address. 

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  • Jane Scott
    Ações de comentário Permalink

    @Claire Smith and @Support (and anyone else who's looking for BCCs as a means of mass message broadcast), we stumbled across a couple of existing Zendesk apps which might serve the purpose, depending on your use-case.

    For creating multiple identical tickets for a list of customers, the "Proactive Tickets" app: https://www.zendesk.com/apps/proactive_tickets

    For cloning existing tickets, the Clone Tickets app: https://www.zendesk.com/apps/clone-ticket

    NB: We haven't tried either of the above apps ourselves - we randomly stumbled across them today whilst combing through the App Directory looking for something else :)

    And of course for individual ticket BCCs (as @Philip Z mentioned in an earlier comment) there is the ZCC app: https://www.zendesk.com/apps/zcc/

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  • Erik Haan
    Ações de comentário Permalink

    Helpful, thanks!

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  • Alison
    Ações de comentário Permalink

    Please note that I spoke with ZenDesk regarding the ZCC app, and according to them:

    The second of these system-level permissions Can manage channels and extensions appears to be related to the Administrators-Only nature of this tool.

    Therefore only admins and owners with this right can use that app (as I believe Claire indicated above), or the agent needs to be given those rights.  Otherwise, agents, such as myself, still cannot use ZCC which is unfortunate.

    I wish they would just add BCC capabilities for us...

     

     

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  • Glyn Boone
    Ações de comentário Permalink

    This is a huge need for us as well!

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