Creating Business Rules for CCs & Followers - Frequently asked questions
Frequently asked questions
How can I automatically add followers to tickets in Zendesk?
You can automatically add followers to tickets in Zendesk using business rules like triggers, automations, and macros. This involves adding specific action statements to these business rules. For triggers, use the 'Add follower' action. In…
How do I send email notifications to requesters and CCs automatically?
To send email notifications to requesters and CCs automatically, you can use business rules like triggers, automations, and macros in Zendesk. In triggers, use the 'Email user + (requester and CCs)' and 'Answer Bot + (requester and CCs)' actions….
Can I customize email notifications for followers in Zendesk?
Yes, you can customize the text in email notifications for followers in Zendesk using the follower email template. While you can add followers to tickets using business rules, customizing the email content requires using the follower email…
Why don't followers receive notifications when added to a ticket?
Followers in Zendesk do not receive email notifications when they are added to a ticket. They only receive notifications when comments are added to tickets they are following. This is a design choice in Zendesk to prevent unnecessary…
Is it possible to create triggers for just followers in Zendesk?
Currently, Zendesk does not support follower-based conditions for business rules. You can only add followers to a ticket using triggers, automations, and macros. If you have specific needs for follower-based triggers, consider providing feedback…
How can I prevent end-users from receiving notifications about their own replies?
To prevent end-users from receiving notifications about their own replies, you can adjust your trigger conditions in Zendesk. Add a condition like 'Current user - Is - Agent' to your trigger, so it only fires when an agent replies. This way,…
Can I exclude certain notifications from being sent to followers?
Currently, there is no direct way to exclude certain notifications from being sent to followers in Zendesk. Followers receive email notifications when comments are added to tickets they are following, and this cannot be disabled. However, you can…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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