CC Issues
Hi everyone!
We have a unique issue where people who are not in our customer base are being auto-CCd somehow on customer tickets.
In all cases, the email addresses are very similar. In the latest case, the local-part was identical and the domain was similar.
Ex. happykitties@gmail.com v. happykitties@googlemail.com
The CC creates a user account and attempts to remove the CC by agents are not permanent. The workaround is to delete the non-customer user account and blacklist the email address, but is there a way to prevent this altogether?
There are no business rules I can find in our instance that would trigger this. This happens on only one instance of our multiple zendesks as far as I know, but we've had at least 3 cases in the past week. and are all via the email channel.
Any help would be much appreciated! I've already read a bunch of threads in the Help Center and Community Forum, but have not found a preventative solution!
Thanks!
-
Hi Jeremy!
My first instinct on this is to figure that the customer is adding these cc's to the ticket themselves. You can disable your customer's ability to add their own cc's to a ticket by clicking on your gear icon and going to Settings > Tickets > CCs.
Are the CCs showing up on tickets from the same end user, or people who may be the same person?
-
Hi Jessie!
It's possible that's what's happening and that the autofill when the CC is added is changing the domain, but it's unlikely. We do want to enable our customers to CC, but I'm worried that this is some automatic feature.
As I mentioned, in all cases, the CCd person is not in our system at all. The agent will remove the address, but it will be added back on when the customer responds. Only 3 known out of 40,000 isn't terrible, just want to cover all my bases to make sure it's not a strange setting.
-
Hey Jeremy,
Depending on how the customer is responding to your messages in their email client it could be adding the cc'd email back in from there, or they're re-adding the address manually each time. I suppose it's also possible that they have their email client set up to automatically cc another address on every outgoing message. In any event, it's definitely not something that's happening on the Zendesk end of things.
-
Thanks, Jessie. We'll go ahead and use the CC blacklist option for now! Appreciate the re-assurance.
-
No problem! Let me know if you have any other concerns. :)
Por favor, entrar para comentar.
5 Comentários