If enabled by an admin, you can add CCs and followers to tickets. You might do this if you want someone else to be aware of a ticket or provide some feedback about it.
Depending on your plan and how your admin has configured your account, you can also CC and BCC users in email side conversations.
This article includes these sections:
- About CCs and followers
- Adding CCs from the ticket interface and ticket notifications
- Adding CCs and BCCs in email side conversations
- Adding agents as followers from the ticket interface
About CCs and followers
- CCsallow you to include end users and agents on ticket notifications. Internal and external users can add CCs (copied users) to tickets. Agents who are added as CCs will have their email addresses visible to all end users in the thread (agents are not copied separately). CCs can respond to ticket notifications publicly, or they can remove the requester from the notification to submit a private response. A ticket can have up to 48 email CCs.
- Followersallow you to include additional internal users (agents or administrators) on ticket notifications. Internal users can add followers to tickets. Followers receive updates on the ticket without exposing their identity to end users. There's no limit to the number of followers you can include on a ticket.
It's important to understand what happens when different users (your end users, agents, CCs, and followers) reply from email. See the following related articles for more information:
Adding CCs from the ticket interface and ticket notifications
You can copy users by adding them to the ticket from a public reply in the ticket interface or from the ticket notification. To learn more about using CCs, seeAbout copying internal and external users on tickets.
To CC a user from the ticket interface
- From Support, open the ticket in the agent interface.
- In the comment stream, clickPublic reply.
- ClickCCon the right side of the comment header.
If there are already other users copied on the ticket, you can click on the CC line to add additional CCs.
- Begin entering the name or email address of the user you want to copy. Registered users’ names will appear as suggestions.
- If you see the user you want to include, click their name; otherwise, clickAdd userand enter the user’s email address.
- Repeat as necessary.
- Enter and submit your public comment (public reply). Copied users receive a notification and are included in subsequent replies until they are removed from the CC line.
To CC a user from ticket notifications
- From your email client, open the ticket notification.
- 打开CC线,每你的电子邮件提供商的instructions.
- Add the name of the user you want to copy. Repeat as necessary.
- Add your comment and send the email. Copied users will receive an email notification, and will be included in subsequent replies, until they are removed from the CC line.
Adding CCs and BCCs in email side conversations
You can CC and BCC both agents and end users in an email side conversation. Side conversation CCs and BCCs differ from CCs on a ticket in some ways. For example, you can use trigger conditions and actions to check for and/or add CCs to a ticket but can’t for side conversations.
To add CCs or BCCs to existing email side conversations
- In a ticket, clickSide Conversationsin the upper-left and select an existing email side conversation.
For more information about using side conversations, seeCreating side conversations
- ClickWrite a reply.
- ClickCCon the right side of the comment header.
The CC recipient field and the option to BCC users appears.
Note:Adding a user as a CC or BCC on a side conversation doesn’t add them as a CC on the ticket.
- If you want to BCC a user instead of or in addition to copying a user, clickBCC.
BCC recipients aren't visible to other recipients on the email, but are visible to anyone who can view the side conversation within Support. SeeAbout BCCs in email side conversations.
- In the corresponding field, begin entering the name or email address of the end user or agent you want to CC or BCC.
Users who already exist in your account appear as suggestions.
- If you see the user you want to add, click their name; otherwise, type the email address of the person you want to CC or BCC.
Users you add by emailautomatically become end usersin your account if they aren't there already.
- ClickSend.
About BCCs in email side conversations
Similar to traditional email, when you add a recipient in the BCC field on an email side conversation, the BCC’d recipient can see other recipients in the To and CC fields. However, the BCC’d recipient won’t see that they were added to the BCC field.
When a BCC’d recipient replies to an email side conversation, their reply is threaded into the side conversation. Other recipients won’t receive the BCC’d recipient’s email.
If a BCC’d recipient replies via “reply all”, other visible recipients (that is, recipients in the To and CC fields) are also included in their email. By using “reply all”, the BCC’d recipient makes a public reply to the side conversation and is included in all subsequent replies from the side conversation. You can remove them from the recipients list if you don’t want them included in further replies.
Adding agents as followers from the ticket interface
If followers have been enabled by an admin, internal users (your company's agents and admins) can add followers from the Followers field from the properties panel in the ticket interface. Followers receive email notifications when a ticket is updated. To learn more about using followers, seeAbout adding followers to tickets.
- Select a ticket from one of your views.
TheFollowersfield appears in the ticket properties panel on the left side.
- In theFollowersfield, enter a user's name, email domain, or organization name and the relevant results appear.
Internal users such as agents, light agents, and administrators can be followers.
To quickly add yourself as a follower, clickfollow.
- Click the delete button (X) in the person's name box in theFollowerslist
To quickly remove yourself as a follower, clickunfollow.
To add agents as followers from ticket notifications
- From your email client, open the ticket notification.
- Open theCCline, per your email provider’s instructions.
- Add the name of the user you want to add as a follower. Repeat as necessary.
- Add your comment and send the email.
If you're an agent who is not already a requester or assignee on the ticket, you're also added as a follower.
28 Comments
I use the @mentions to add a follower but recently noticed it doesn't automatically add the user to follower. This could be due to the way I have started to use it recently but I wanted to confirm this.
eg. I want to @mention Joe Bloggs in an internal comment. I type "Hi @Joe " and select his email address from the list which provides the link (turns blue). However I prefer to be less formal with my colleagues so when the link "Joe Bloggs" appears I backspace to remove "Bloggs". "Joe" still remains in blue so I have assumed the link is still there. However he is not added as a follower so I am wondering whether my modification actually removes the link even though it stays blue? Or is there another issue? Rich text formatting is on.
Thank you.
Hi, is it possible to set up a trigger to notify a staff member they have been added as a follower?
For example, we have a light agent we'd like to add as a follower to add internal comments when we need support. However, they don't work within Zendesk, so they would need an email notification when added as a follower?
Hi, Oscar! There is currently no available action in Triggers that we can use to notify agents that they have been added as a follower. The agents will only get an email once the ticket has been updated by either the requester or the assignee. Please let us know if you have any clarifications. Thanks!
PJ Sto. Domingo | Senior Customer Advocate
Can you @ mention a group?
Hello@...,
The ability to @ mention a group is currently not possible in Support. I would suggest sharing your use case with our developers in ourproduct feedback forumsso they can consider adding this feature in future updates.
Best regards.
Is there a way to stop followers from receiving email notifications?
In the use case where agents (followers) action all their tickets in Zendesk but don't want their email to be 'spammed' with follower email notifications.
Is this possible?
It seems the admin has to choose between the markdown editor and this which enables mentions.
It would be nice if this is configurable at the user level, since markdown is still preferred by some.
我们没有“升级”这个新特性,但this week all our cc agent addresses are going out to all our clients, exposing our internal email addresses to them. This invariably means clients start emailing individual agents because their email and name is now in their email system. There is *no* way to delete an email or name from Gmail once it's added, even if you remove the contact the autocomplete is still there. Zendesk has now changed this functionality of CCs to put the private email address of *every* agent we have in the group publicly cc'd on every ticket we have. This is atrocious. Please do not automatically CC agents when a ticket is assigned to their group, and bring back the setting to not display cc'd parties in the CC field of the email (instead they should be able to be listed as CC'd in the email template, if desired).
We have now lost a bunch of tickets because users now have *every agent in the company's personal email address* in their Gmail contact list, without our consent.
Finally, please do *not* automatically add CCs to a ticket just because there is a trigger that emails an agent or a group of agents about a ticket. If we wanted to add a CC to a ticket in a trigger, we would do that explicitly in the trigger. This recent change is what has caused *all* our agents to be CCed on *every* ticket in their group, because we send out notification triggers for each ticket (but do *not* add them to the ticket's CCs, on purpose, but Zendesk is adding them, apparently because of this notification trigger).
You might say "well just switch to the new CCs and followers function", but this horribly breaks our "if requestor is not current user" trigger filter, which prevents agents from getting spammed by their own updates.
Hello! A part of my team works as internal support and has no direct contact with customers. Can I allow them to add to the copy our company employers only? (email in our company domain)
Hi Alexander,
I think you can achieve this with Restrict CC app.//www.ying8.net/apps/support/632185/restrict-cc
You need to install the app for the part of your team that works as internal support and set up it as follows:
So your internal support agents will be able to add to CC your company employees only, all other agents will be able to add anyone.
Hello all,
The followers of my Zendesk system are not notified anymore when the comments are private (in public it still works because they're added in cc, and the cc's are notified if the comment is public). I don't understand why.
In my old tickets, when iot worked, if I check the events, I see a "rule" : followers notification. I can't see it anymore, I don't know where it came from.
Could you please help me ?
Hi Zendesk community,
In the "old" system we would have a CC field in the Help Center form.
Is it possible and how with the new system for end-user to cc somebody?
Best regards,
Raphaël
You can enable it on Admin Center > Object and Rules > Tickets > Settings.
More information can be found onChanging the default comment privacy for end user CCs .
Hi All,
I would like to know that as an Admin how do I remove someone from an account as a follower and add someone else instead?
Thank you in advance!
Orsi
You will also need to access the ticket directly and add/remove followers directly from there.
Hello. I would like to ask: why CC but not CU ?
In this article CC means Copied users. But what CC abbreviation exactly means? As for me CU is betterCopiedUser
Thanks. I've got an answer by myselfhttps://www.britannica.com/dictionary/eb/qa/what-does-cc-mean
The link that brings to 'user profile is broken :
If enabled by your administrator, you can add CCs, @mentions, and followers to tickets. You might do this if you want someone else to be aware of a ticket or provide some feedback about it. You can only copy (CC) users that have auser profilein your Support account.
This :https://support.zendesk.com/hc/en-us/articles/4404594829466
I noticed that a ticket has been created for you to fix the broken link.
Cheers!
I am a support agent and I have a request from customer asking himself to be CCed in every ticket his team raises from his Organization. I am not sure if we have that feature to keep the requested customer CCed by default?!
The only option I could think of is to manually cc him in every Zendesk ticket raised by his Organization or he may have to ask his team to CC him while they raise a support ticket with us.
Could you clarify?
Further to my previous post, the feature came to us today.
I just tested the BCC quickly and it's what I feared: if the agent doesn't do a complementary manipulation, the recipient of the side conversation can receive a hidden answer from the person in BCC if he only answers to the agent (arrives in the same thread and not identifiable, even by yellow color) > The usage recommendation is therefore to ask the agents to click on "Delete previous message" if it happens, but that deletes all the previous conversation, not only the last message.
In conclusion, in our company, we decide to ask the agents not to use the BCC field in the side conversations (the CC field is of course, that was missing)
My customer gets their tickets from End-users via the Help Center, and the CC field is visible for the End-users to add email adresses. But it is not possible for the End-users to edit the CC-field after the tickets has been submitted. - Is there any way for the End-user to remove the CC's that the End-users originally add to the ticket??
When will it be possible to add Cc to the ‘Side conversation via Email’ action in Macro?
It is only possible to add 'To':
Currently, end-users cannot edit their CC's after they have submitted their request through the Help Center. As of the moment, only agents have the ability to remove the CC's in the ticket.
We have a community forum where you can post your ideas and suggestions in our resource requests forum, here is the link to our resource requests forum:Zendesk Guide Product Feedback. Thank you!
https://support.zendesk.com/hc/en-us/articles/4408822451482/comments/4969673769114
I would like to know this aswell!
To answer your inquiry about the function to CC specific email addresses to all tickets in his/her team raises from his/her Organization. Unfortunately, this is something that is not supported at the moment.
Alternatively, I found a community article that may help with your inquiry as it guides you to create a Trigger andURL targetto automatically CC a customer on all tickets created for an organization. If you have time, please take a quick glance atCC Customer On All Organisation Requests.
I hope this helps!
I was able to setup a Target then automatically add that Target (email) to certain ticket categories. Hope this helps some of you!
我仍然希望Zendesk abili亚博t工作y to run reports based on cc's. Right now I have to run it from advanced search and manually enter it into spreadsheet.
Is there any ability to pull in CC'd or Followers as a field in Explore that makes it reportable? We'd like to be able to see who was cc'd on a ticket response in report format, without having to look at each ticket individually.
This is not yet possible unfortunately, as no attribute in Zendesk Explore that could pull out CC'd or Followers in a ticket. I've taken a look and found that other users are discussing similar needs here:Add CC Attribute to Reporting
There's another discussion regarding the view parameter conditions for ticket followers are still within backlogs for future updates in Zendesk. I suggest that you follow this community post as well so you'll receive updates whenever there is an update with the said feature request.
Use Followers as VIEW parameter conditions
You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
I hope this answer your question. Thank you!
Pleasesign into leave a comment.