CC Issues

5 Comentários

  • Jessie Schutz
    Zendesk team member

    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? 

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  • Jeremy Flanagan

    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.

     

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  • Jessie Schutz
    Zendesk team member

    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.

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  • Jeremy Flanagan

    Thanks, Jessie.  We'll go ahead and use the CC blacklist option for now! Appreciate the re-assurance.

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  • Jessie Schutz
    Zendesk team member

    No problem! Let me know if you have any other concerns. :)

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