Enhanced Followers and Changes to how CC's work (visibility) | The place for Zendesk users to come together and share
Skip to main content
Feedback submitted

Enhanced Followers and Changes to how CC's work (visibility)

Related products:Support
  • October 13, 2023
  • 6 replies
  • 25 views
J

So we really like the idea of using Followers; however, losing quick visibility to if folks are cc'd or not on the ticket is going to create extra work for my team.  With the old functionality anyone can quickly see if there are or are not cc's.  With the new functionality we know have to either create a Public Reply or check Events to see who is a cc before we are ready to send a reply.  Is there a way to request an enhancement to bring back the 'cc' box at least for viewing (can be read only) so someone can quickly see if anyone is or isn't a cc on a ticket?

 

Losing the ability to quickly see who's a cc and only being able to see that on a Public Reply to me says we went backwards on the cc feature when you added the Followers option.

6 replies

Claudiu-Tudor

+1 our agents encounter the same difficulty.

It's important for agents to see at a quick glance if there are any CC'ed users in an email, as it is part of our workflows to exclude CC'ed users in some cases. So it is of high importance that this is addressed as soon as possible.

Claudiu-Tudor Jude | Zendesk Certified Administrator, Expert
    Sydney11
    • Sydney11
    • October 13, 2023

    +1 I also agree. I needed to update CC's as the wrong user was added. I needed to scroll to bottom, click on CC to expand then remove and add a new one.

    Previous experience, there was no need to navigate to bottom of thread. Instead, it was always present on side bar and you could just click the x to remove - no need to expand the cc's to remove

      Shawna James
      • Shawna JamesCommunity Manager
      • Community Manager
      • October 19, 2023
      Hello Jennifer, thank you for taking the time to provide us with your feedback and for others for providing your support and use cases. This has been logged for our PM team to review.

      For future reference, I did want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate in the future if you could utilize the template to help our PM's best understand your feature request!
       
      For others who may be interested in this feature request, please continute to add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
      J
      • Jennifer12
      • Author
      • October 19, 2023

      @shawna11  I can make note of that; however, you might want to make sure your Support folks know that as they are the ones that sent me to this location and told me to log it here. 

      Shawna James
      • Shawna JamesCommunity Manager
      • Community Manager
      • October 19, 2023

      Hey @jennifer12, you have logged this feedback in the right place! I wanted to point you to the template which can be copy and pasted into any "new post" on any of our feedback forums to help our PM's better understand your requests. I hope that clarifies the confusion, let me know if you have any further questions!

      N

      I can’t believe this is a 2 year old feedback and Zendesk has not yet taken any actions on it.
      I also filed this
       

       

      Terms & ConditionsCookie settingsAccessibility statement