BCC's

Planejada

158 Comentários

  • 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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  • steven johnson
    Ações de comentário Permalink

    This would be a very useful feature in a email based program, very surprised it wasn't in Zendesk from the beginning.... 

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  • Mary
    Ações de comentário Permalink
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  • Mateus Lima
    Ações de comentário Permalink

    Great, took only 7 years...

     

    lol

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  • Theo Fryer-Smith
    Ações de comentário Permalink

    +1

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  • Ellie Simpson
    Ações de comentário Permalink

    +1 yes please to BCCs. We'd really like to send multiple emails with the same content but without the recipient knowing there's others receiving the email.

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  • Chris Read
    Ações de comentário Permalink

    +1 to the BCC request. Guessing product / eng feels this is not a modern need, or is a huge uphill technical battle to achieve

     

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  • Andrew Reback
    Ações de comentário Permalink

    We are presently working on significantly enhancing cc email functionality in Support. While we are not presently adding bcc functionality, we think these cc improvements will significantly address a lot of the functionality requests you, our customers, have been asking for.

    During feature design and after feature release, we'll be gauging if the new functionality fully meets customers' expectations, or if additional bcc functionality will be required. In the near future, we'll also be evaluating trigger functionality to add cc's on events.

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  • Customer Care Galt Energy
    Ações de comentário Permalink

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

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  • Nicole - Community Manager
    Ações de comentário Permalink

    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! 

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  • Andrew Reback
    Ações de comentário Permalink

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


    Thanks for your interest in this feature.

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  • Kyle DuPont
    Ações de comentário Permalink

    +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.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Thanks for the feedback, Kyle. 

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  • Marni Sweetland
    Ações de comentário Permalink

    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.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Steve - 

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

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  • Yoram Dagan
    Ações de comentário Permalink

    Hi,

     

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

     

    Thanks

    Yoram 

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi Yoram - 

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

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  • Dave Rapin
    Ações de comentário Permalink

    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...

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  • Nicole - Community Manager
    Ações de comentário Permalink

    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. 

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  • Nicole - Community Manager
    Ações de comentário Permalink

    @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. 

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  • James P.
    Ações de comentário Permalink

    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.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    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. 

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  • James P.
    Ações de comentário Permalink

    Isn’t this what the (not so) new “Followers” feature is? This has solved the BCC need for us for sure.

    The only limitation is they have to have a Lite Agent or Full Agent agent to be a Follower but if they are Follower, they are effectively a BCC from
    A customer experience.

    You get unlimited “Lite Agent” licenses for a *relatively* small cost per month, I think it’s the Professional Pack Add-on.

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  • Rhys Morgan
    Ações de comentário Permalink

    +1 for BCC's

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  • Ian Atprostock
    Ações de comentário Permalink

    ZCC is now broken too, you needed to make BCC work before you took away ZCC.

     

    This was a complete failure. Our entire workflow is broken (and no I'm not going to explain why we need BCC, its proprietary business technology developed around normal email practice, you know like BCC)

     

    If you aren't doing bcc, you aren't doing email.

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  • Chloe Allison
    Ações de comentário Permalink

    Is there any update on where BCC's are currently at?

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  • James P.
    Ações de comentário Permalink

    Aren’t BCC’s largely solved with the “Followers” feature released last year?

    It solved our need for sure. We wanted our sales team members and executive team who all have lite agents licenses to be in the loop on ticket correspondence without the customer knowing. Grant it, we had to buy the add on pack to give us those unlimited lite agent licenses but it is worth it.

    If you are expecting Zendesk to support BCC like functionality, for non-agent contacts, my guess is that you’ll be waiting a long time. There is no incentive for them to do something like that.

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  • Alison
    Ações de comentário Permalink

    Right, no incentive other than the fact that people have been asking for 10 years...

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