Handling CCs and Followers for End Users in Zendesk
How should end users handle CCs and followers in Zendesk email clients?
End users should be cautious with confidential information, as all email conversations are stored in a ticket accessible to agents. When adding CCs, all public responses since the ticket's creation are included. It's recommended to use 'Reply all' to preserve ticket CCs when you're the requester, and 'Reply' for private comments when you're a CC'd end user. Avoid forwarding tickets to third parties, as their replies may not be recorded unless manually added by the ticket owner.
More related questions
How can admins ensure email notifications work correctly with CCs and followers in Zendesk?
To ensure email notifications work correctly with CCs and followers, admins should regularly update their notifications and double-check triggers and automations. This involves choosing between 'Email user - (requester)' and 'Email user -…
What are the best practices for agents using CCs and followers in email clients?
Agents should be aware that followers receive email notifications without their names appearing in the email address, and they cannot add followers from an email client. It's important to use 'Reply' instead of 'Reply all' for private comments to…
Why should agents add other agents as followers instead of CCs in Zendesk?
Agents are encouraged to add other agents as followers rather than CCs to prevent exposing their email addresses to customers. When an agent uses the email client to CC another agent, it opens the opportunity for customers to contact agents…
What should you do if a third party replies to a Zendesk ticket?
If a third party replies to a Zendesk ticket, a warning will appear in the ticket interface. It's important to manually update the ticket to include comments from this person and add them as a CC from the ticket interface. This ensures that all…
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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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