Using CCs and Followers in Zendesk - Frequently asked questions
Frequently asked questions
What are CCs and followers in Zendesk?
CCs and followers in Zendesk help keep relevant parties informed about ticket updates. CCs (Carbon Copies) allow you to include both end users and agents in ticket notifications, making their email addresses visible to all end users in the…
How do I add CCs to a ticket in Zendesk?
Adding CCs to a ticket in Zendesk is straightforward and can be done from the ticket interface or via ticket notifications. To add a CC from the ticket interface, open the ticket in the agent interface, click 'Public reply', and then 'CC' on the…
Can I add BCCs in Zendesk email side conversations?
Yes, you can add BCCs in Zendesk email side conversations if you're on a Suite Professional plan or above. In a ticket, click 'Side Conversations' and select an existing email side conversation. Click 'Write a reply', then 'CC' on the right side…
How can I add agents as followers in Zendesk?
Adding agents as followers in Zendesk helps them stay updated on ticket changes without being visible to end users. To add agents as followers, open a ticket from your views. In the ticket properties panel, find the 'Followers' field and enter…
What happens when a BCC'd recipient replies in Zendesk?
When a BCC'd recipient replies in a Zendesk email side conversation, their reply is threaded into the side conversation. The BCC’d recipient can see other recipients in the To and CC fields but won't see that they were added as a BCC. If they…
Can end users edit CCs after submitting a ticket in Zendesk?
Currently, end users cannot edit CCs after submitting a ticket in Zendesk. Once a request is submitted through the Help Center, only agents have the ability to remove or modify the CCs on the ticket. This limitation means that any changes to the…
Is it possible to notify agents when they are added as followers in Zendesk?
Currently, there is no direct trigger action in Zendesk to notify agents when they are added as followers. Agents will only receive an email notification once the ticket has been updated by either the requester or the assignee. This means that…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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