Using Zendesk's Migration Wizard for CCs and Followers
What is the migration wizard and how does it help?
The migration wizard in Zendesk is a tool designed to help you update your account to the new CCs and followers experience. It can automatically update business rules like triggers, automations, and macros, or guide you on how to manually update them. The wizard provides a downloadable list of affected rules, and it's recommended to try updates in a sandbox environment first.
More related questions
What is the new CCs and followers experience in Zendesk?
The new CCs and followers experience in Zendesk offers improved management of public and private comments within ticket threads. Previously, the behavior of CCs varied based on whether the person was internal or external, and whether the reply was…
How do I know if I need to migrate to the new CCs and followers?
To determine if you need to migrate to the new CCs and followers experience, go to the Admin Center, click on Objects and rules in the sidebar, and select Tickets > Settings. If you see the option to 'Set up CCs and Followers,' you need to follow…
What changes occur after migrating to the new CCs and followers?
After migrating to the new CCs and followers experience, you'll notice a new Followers field in your tickets and a CC field in the Public reply area. Legacy CCs are split into followers and new CCs. The settings for tickets also change, such as the…
Can I customize the CCs and followers settings for different brands?
Currently, the CCs and followers settings in Zendesk are universal and apply to all brands in your account. You cannot set these features for a specific brand only. However, you can use a blocklist to prevent certain users from being added as CCs…
What should I do if the migration wizard breaks my triggers?
If the migration wizard adds extra conditions to your triggers, causing them to break, you can opt to use the wizard manually. This allows you to review and selectively implement changes. It's also recommended to back up your business rules before…
Is there a deadline for migrating to the new CCs and followers?
There is no specific deadline for migrating to the new CCs and followers experience if your account was created before May 2019. You can continue using the legacy CC feature, but some features may not be available, such as the ability to CC more…
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