BCC's

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142 Comentários

  • Remco

    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
  • Customer Care Galt Energy

    Please do add bcc! I think it's a pretty easy feature that would do a LOT for all of your users!

    0
  • Nicole - Community Manager

    Thanks for the feedback, all. I'm checking in with product in the next couple of weeks and hope to have some updates for you soon! 

    0
  • Andrew Reback

    Hi, just a quick update. We hope to investigate this feature in early 2018.


    Thanks for your interest in this feature.

    0
  • Kyle DuPont

    +1 for needing BCC functionality 

     

    • Who do you want to BCC, and why?

    We would like to BCC external email addresses and external groups for notification purposes. We do not want them to be able to "reply all" to everyone receiving these notifications.

    • Agents or end users?

    Maybe some end users, mostly external non-zendesk users.

    • The same people frequently or different ones each time?

    It varies greatly depending on ticket categories. We would have a need for both cases.

    • What behavior do you expect from Zendesk when people reply to a BCC message?

    Notification purposes only. Replying should do nothing.

    0
  • Nicole - Community Manager

    Thanks for the feedback, Kyle. 

    0
  • Marni Sweetland

    I have to view my email from the ticket to see who I bcc'd. I only use this internally, so bcc'ing is not uncommon. Not sure why it wouldn't show who you bcc'd in the ticket.

    0
  • Steve Middleton

    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
  • Nicole - Community Manager

    Hey Steve - 

    It's something the product team is currently exploring and looking into. We'll share more updates as we have them. 

    0
  • Yoram Dagan

    Hi,

     

    Any update on that? I would also like to have this option. 

     

    Thanks

    Yoram 

    0
  • Nicole - Community Manager

    Hi Yoram - 

    No further updates since my post a couple of weeks ago.

    0
  • Dave Rapin

    We could us this too. It would be a trivial way we could integrate with Highrise (you can BCC threads to a "Deal"). Definitely would prefer that our clients don't see the gibberish looking BCC email address Highrise gives us.

    Only reason I can think of why this has been punted on for the last 7 years with all of the expressed interest must due to some pretty serious technical debt...

    0
  • Alison

    Seriously.  They've been "looking into" this forever.  You'd think they would add it, seeing as all of us have been begging for a long time.  Until then, its copy/paste for me.

    2
  • Nicole - Community Manager

    Hi Alison - 

    It's taking a long time to look into as it's a technically difficult thing to change, and requires a large amount of resources. There are several stages to exploration and discovery when we're pursuing a heavy lift like this one, and there's not much to update during that period. But we'll keep this thread posted as we have progress points to share. 

    0
  • Alison

    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. 

    0
  • Nicole - Community Manager

    Hi Alison, 

    You're correct, we haven't been working on it for 8 years. It's been under review for about a year at this point. Prior to that, it may not have been seen as a higher priority than other requests, but as of last summer, it was deemed of greater importance and opened for consideration. 

    We receive hundreds of requests per week, and have more than 200 that have significant numbers of comments or votes in the Community. However, most development teams can only build a dozen or fewer things in a given quarter, fewer if the projects they undertake are a heavy lift. Product development is a constant process of evaluating not only user requests in the Community, but those we receive in tickets, through Account Executives, etc. Then those requests are weighed against long-term vision, market factors, industry standards, legal compliance, resources, and several factors. The product teams take all of those factors and data points under consideration, and come up with their list of priorities on a quarterly basis.

    I know it's frustrating that this thread has been open for a long time, and I can't speak to the decisions that have been made in the past regarding leaving threads lingering. We do now close and archive threads that go inactive or those that we're simply never going to consider building, and have set new standards for the frequency of response and engagement in the Community. We're working hard to improve users' experience here, and are, in fact, asking for feedback on what changes we can make to this community to make it more useful, and would love everyone's input there. 

    We find hearing from our customers very useful, and everyone's voices have been heard on this issue, which is why the team picked it up. 

    Thank you to everyone for your feedback, we'll continue to update you here as things move forward. 

    0
  • Stephen Bass

    I tried to click your "this thread" link and it is broken so I'll leave my feedback here.  Our company deals with high profile customers and we partner with other companies to provide them services.  This feature is necessary because of the following scenario that happened:

    1.  We have a ticket with a customer and many other high level executives are CCed on the ticket as well.

    2. We reply back and forth with no issues until one of our partners wants to reply to us on the email thread but not all of the people copied on it.  So he removes them from the CC and replies to just our email address (because this is the way email has always worked).

    3.  He says something bad about the high level executives in this email thread to us, not realizing that our ticket system will still copy those people, needless to say, those execs saw the email and replied in anger at our partner who is angry at us (and therefore you) for how this system works. 

    As new Zendesk users, this is how we found out about how CC works, and there were no warnings or disclaimers before we enabled the feature.  We just expected it to work like any other email thread and all relationships involved were damaged.

    Since, then we have had to add a message to inform our customers of who is CCed on the ticket. (not an adequate fix).

    We will be switching to another provider if this is not solved as we cannot afford to damage future relationships.

    Is there any update on when CC will be changed?

    Will it change to work the same way as email does?

     

    2
  • Remco

    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
  • Nicole - Community Manager

    @Stephen, thank you for that feedback. This is the proper thread for posting feedback related to CC functionality. The thread I linked to (and have since edited and repaired the link) is for providing feedback about the Zendesk Community and what UI and UX improvements we can make to improve the user experience in this community forum. 

    To speak to the concerns you express, the Product Team is deeply aware of the issues around CC's, and are currently working on several fixes. I've reached out to the Product Manager responsible for those fixes, and she will be by with an update later today. 

    Detailed use-cases such as yours have been instrumental in the decision making and prioritization process for this. I understand how frustrating situations like this can be, and we really appreciate your taking the time to share that frustration with us. Every piece of information we receive from our customers help us to identify what needs improving and how. So thank you. The good news is that everyones' voices have been heard and we're on our way to a solution. 

    0
  • Matt Gill

    Here's a vote for BCC

    1
  • James Pullman

    Can't wait for BCC we have internal staff members that want to be apprised of ticket back and forth comments updates but don't want their email addresses to be seen on customer copies of ticket updates.

    0
  • Nicole - Community Manager

    Hi all - 

    Quick update, BCC's are still planned. We don't have an ETA yet as all of the work on the new CC's and Followers functionality needs to be completed first as do a few other precursors, but just wanted to let you know it hasn't fallen off the radar. 

    0

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