Plan requirement
| Subscription | Any plan |
| Access | Admin |
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 somebody automatically
- Create a trigger in Admin Center.
- Set conditions describing when it should apply, such as a particular form or organisation.
- Add the Add follower action and name the person or address.
- 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. On the updated CCs and followers experience Add follower is the action you get; older accounts have Add CC instead, which is a different thing because it puts the address in front of the customer as well.
Expect one thing: somebody added as a follower by a rule is not told. They hear nothing until the next comment, so a rule that quietly adds the right people is still a rule you have to tell those people about.
Be careful adding people by rule. A trigger that adds an address to every ticket from an organisation will eventually add it to something sensitive. Narrow the conditions to the cases you meant.
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.
CCs work the other way, and Zendesk enforces it rather than leaving it to you. The User email action to the requester and CCs is suppressed when the update is a private comment: the trigger still fires and still does everything else in it, but no email goes out. A rule that looks broken on internal notes is usually doing exactly what it was built to do.
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