Restricting External Users from Adding CCs in Zendesk
Can I prevent external users from adding CCs in Zendesk?
Unfortunately, you cannot restrict only agents from adding CCs in Zendesk. When the CCs feature is enabled, both agents and end users can add CCs to the email thread.
This is a hard-coded feature designed to make CCs function similarly to traditional email systems. If this poses a problem for your workflow, you might consider rolling back to the previous CCs and followers experience.
More related questions
What are CCs and followers in Zendesk?
CCs and followers in Zendesk help manage who gets notified about ticket updates. CCs allow both internal and external users to be included in ticket notifications, while followers are internal users who receive updates without their identity being…
How do I add CCs to a Zendesk ticket?
Adding CCs to a Zendesk ticket allows you to include additional users in ticket notifications. Both agents and end users can add CCs to a ticket's email thread. To add a CC, simply use the CC line in the ticket interface or when replying to ticket…
What happens to followers when I opt out of the CCs and followers experience?
When you opt out of the CCs and followers experience in Zendesk, existing followers on tickets are converted back to CCs. After opting out, refresh your browser and check your tickets to ensure the Follower field has been replaced by the CCs field….
How can I add followers to a Zendesk ticket?
To add followers to a Zendesk ticket, you need to include internal users like agents or admins who will receive ticket updates without being visible to end users. You can add followers from the ticket interface if you have the necessary…
Can I prevent the automatic addition of followers in Zendesk?
While you can't fully prevent the automatic addition of followers in Zendesk, you can control it by adjusting settings and permissions. To minimize automatic follower additions, disable the 'Automatically make an agent CC a follower' setting,…
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