Triggers for CCs and followers

CCs and followers are notified by triggers like everything else, which means you can change exactly what reaches them and when.

CCs and followers are notified by triggers like everything else, which means you can change exactly what reaches them and when.

The standard triggers

Activating CCs and followers adds a set of triggers to your account, handling the ordinary cases: notifying CCs of a public comment, notifying followers of any comment.

Read them before changing anything. They are a working configuration, and most requirements can be met by adjusting conditions rather than writing new rules.

Add a CC automatically

1. Create a trigger in Admin Center.
2. Set conditions describing when it should apply, such as a particular form or organisation.
3. Add the action that adds a CC, with the address.
4. Test on one ticket before activating it broadly.

This is how a shared inbox stays informed about a category of ticket without anyone remembering to add it.

Notifying followers differently

Followers see internal notes, so a trigger notifying followers of every comment sends them internal discussion too. That is usually the point. Where it is not, condition the trigger on public comments only.

See also

• The standard triggers and what they do
• Can I use a trigger to CC end users automatically
• Can I automatically CC everyone in an organisation