Plan requirement
| Subscription | Any plan |
| Access | Admin |
What a CC receives is set by triggers and templates you control, and the default is more than most organisations want to send.
Where the wording lives, and it is two places
This is the part that sends people looking in the wrong screen. Followers have their own template; CCs get their text from a trigger.
The follower email
- In Admin Center, click Objects and rules in the sidebar.
- Select Tickets > Settings.
- Expand CCs and followers on tickets.
- Fill in Customize your follower email for the subject line and Create your email text for the body.
What CCs receive
- In Admin Center, click Objects and rules, then Business rules > Triggers.
- Open the trigger Notify requester and CCs of received request.
- Change the subject and body there.
Being a trigger rather than a template is what makes CC wording feel hard to find, and it is also what lets you condition it. Placeholders such as ticket.cc_names and ticket.follower_names put the actual names in the message, which saves the recipient guessing who else is reading.
Worth doing: a CC is not the person who asked, so a message opening "Your request has been updated" is slightly wrong for them.
Decide how much thread to send
By default a CC receives the conversation, which means someone added at message twelve receives all twelve. Whether that is right depends on who you CC. For a colleague of the customer it usually is; for an external party it may not be.
Suppression
Zendesk suppresses some CC notifications deliberately, most notably to avoid telling somebody about their own update. That is why a CC who replies does not get their own message back, so there is no bug to go looking for.
Test with a real address
Add an address you control as a CC on a test ticket and go through a normal exchange. What arrives in that inbox is what your customers' colleagues receive, and reading it is the only reliable check.
Comments
0 comments
Article is closed for comments.