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How to Add Agents or Users to a Ticket - Frequently asked questions

Discover how to add agents or end-users to a Zendesk ticket. This page answers common questions about managing ticket participants effectively.

Frequently asked questions

How can I add other agents or end-users to a Zendesk ticket?

You can add other agents or end-users to a Zendesk ticket using the CC list or @mentions feature. The CC list allows you to include both agents and end-users, while the @mentions feature is specifically for adding agents using the rich text editor….

What is the process for adding a new external user to a Zendesk ticket?

Adding a new external user to a Zendesk ticket can be a bit cumbersome. When a customer adds a new person as CC via email, the agent must manually notice this addition. The agent then needs to copy the email address to the CC list, click 'Add…

Why are my Zendesk tickets not following the SLA?

If your Zendesk tickets are not following the SLA, it might be due to a settings change. Sometimes, replying to a ticket can mistakenly create a new ticket instead of continuing the conversation in the same thread. This issue can occur randomly and…

How do I enable the rich text editor for @mentions in Zendesk?

To use the @mentions feature for adding agents to a ticket, you need the rich text editor enabled. If it's not already enabled, you should contact your admin to enable it for you. This feature allows you to easily mention agents within the ticket's…

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