Nick Jones

Our billing contact sits in the accounts department, so anything that allows them just to focus on that billing role would be ideal.

We've just migrated to the new user experience for followers and CCs, and the design choice to follow the reply convention which drops CCs is causing us immediate pain. We deal with hundreds of tickets each day, and the stakeholder expectation is that communication via tickets stays visible to all parties, and that CCs aren't dropped off by one respondent. This is captured here as a design choice of the new experience: https://support.zendesk.com/hc/en-us/community/posts/360037182953-New-Follower-and-CC-s-problems-CC-s-getting-removed-by-End-user-unintentionally

We're looking for other work arounds, and wondering if triggers could be used to identify this case (of a Reply rather than a Reply All), and adding back the CCs or stopping them being removed?

thanks Ryan, useful to understand.

I do wonder whether, like with theming, the overall compatibility across channels couldn't be left to the customer? If it were an option to configure some editor features, or at least to use our own theme custom CSS within the editor, that would, that would be transfer a similar level of responsibility to what we do today as a customer when customising our theme in general. For some customers who only use one or two of the channels you describer, that would represent a major change in what was possible... 

thanks again for your response.

+1 as an organisation which supports users who code, the lack of simple editor (TinyMCE) options like this is deeply frustrating for those team members authoring articles and supporting users, and for the users who are receiving lower quality support.

+2 this relates to our ability to have a consistent set of styles when editing/previewing, as compared to being published. If we could add code formatting and other enhancements within our custom theme, problem solved. However our custom theme doesn't apply to the editor/preview, so we're back to square one. see: https://support.zendesk.com/hc/en-us/community/posts/115006874967-Automatically-Adding-Colored-Notes-in-Articles-Based-on-Article-Keyword and https://support.zendesk.com/hc/en-us/articles/227537227-Why-is-an-article-s-appearance-different-in-the-editor-than-in-Help-Center-