Using CCs, Followers & Mentions on Mobile - Frequently asked questions
Discover how to effectively use CCs, followers, and mentions on your mobile device. Explore answers to common questions and enhance your Zendesk mobile experience.
Frequently asked questions
How do I add CCs to a ticket in the Zendesk Support mobile app?
To add CCs to a ticket in the Zendesk Support mobile app, you need to be making a public reply. Open the ticket, tap 'Write a reply', and select 'Public reply' from the drop-down menu. Then, tap 'CC' and enter the name or email of the user you…
How can I add followers to a ticket in the Zendesk mobile app?
Adding followers to a ticket in the Zendesk mobile app is straightforward. Open the ticket and tap the 'Properties' tab. Then, tap 'Followers' and either select your name to add yourself or enter another user's name to add them. You can also…
How do I use @mentions in the Zendesk Support mobile app?
Using @mentions in the Zendesk Support mobile app allows you to notify other agents. To add an @mention, open the ticket and tap 'Write a reply'. Use the '@' symbol in the formatting toolbar and select an agent from the list. This action adds the…
How can I view CCs and followers on a ticket in the Zendesk mobile app?
Viewing CCs and followers on a ticket helps you understand who will receive notifications. To see CC'd users, open the ticket and tap 'Write a reply', then 'CC' to view the list. For followers, open the ticket, tap 'Properties', and check the…
What are the differences between CCs, followers, and @mentions in Zendesk?
CCs, followers, and @mentions serve different purposes in Zendesk. CCs include end users and agents in ticket notifications, allowing them to respond publicly or privately. Followers are internal users who receive ticket notifications but cannot…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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