Migrating to the updated CCs and followers experience

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<p id="docs-hc-snippet" style="display: none;">The updated CCs and followers experience makes the behavior for when and how CCs are included on a Zendesk ticket more consistent and expected. This article describes how to migrate to the updated CCs and followers experience.</p>
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<p id="docs-ai-summary-content">Migrating to the updated CCs and followers experience improves ticket collaboration by clearly separating public CCs and private followers. You can manage notifications and visibility better, with agents and end users able to add or remove CCs and followers. Use the migration wizard to update business rules automatically or manually, ensuring your workflows adapt to the new system and maintain effective communication.</p>
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<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> This article is for accounts created before May 2019
that need to migrate to the new CCs and followers experience.
Accounts that haven't migrated to the new experience by October 28,
2026, will be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10297348315418" target="_blank">migrated automatically</a>
on that date.</div>
</div>
<p class="p">The updated CCs and followers experience makes the behavior for when and how CCs
are included on a Zendesk ticket more consistent and expected. This article
describes how to migrate to the updated CCs and followers experience.</p>
<p class="p">You can easily check to see if you need to update your account or if it's already
using the current experience. If you see a <strong class="ph b">Followers</strong> field in your
tickets (beneath the <strong class="ph b">Assignee</strong> field), this setting is already
activated and you don't need to update your account. </p>
<div class="p" dir="ltr">This article contains the following sections:<ul class="ul" id="topic-1__ul_bjt_ltt_y2b">
<li class="li"><a class="xref" href="#topic_gsd_sns_y2b">About migrating to CCs and followers</a></li>
<li class="li"><a class="xref" href="#topic_vjd_lws_y2b">Using the migration wizard</a></li>
<li class="li"><a class="xref" href="#topic_sbs_x4k_mfb">After migration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gsd_sns_y2b">
<h2 class="title topictitle2" id="ariaid-title2">About migrating to CCs and followers</h2>
<div class="body">
<p class="p" dir="ltr">Previously, the behavior for CCs you included on a Zendesk
ticket varied depending on whether the person you copied was an
internal user (someone within your company) or an external user (a
customer or other person outside your organization). It also
depended on whether your reply to a ticket was an internal note or a
public comment. This caused confusion.</p>
<p class="p">Zendesk tickets have changed to include both followers and CCs. See the
following illustration.</p>
<img class="image" id="topic_gsd_sns_y2b__image_j4y_kzf_3fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_old_new.png" width="800">
<p class="p" dir="ltr">When you migrate, Zendesk tickets change to include both
followers and CCs. You have better options to manage public and
private comments within conversation threads. For example:</p>
<ul class="ul" id="topic_gsd_sns_y2b__ul_kfk_l3p_gfb">
<li class="li">Both agents and end users can add and remove CCs just like in
email. </li>
<li class="li">Agents who are followers can receive updates on the ticket
without exposing their identity to end users. Agents who are
added as CCs will have their email addresses exposed. </li>
<li class="li">Followers receive notifications when ticket updates occur, and
they can view and create internal notes. </li>
</ul>
<p class="p">For a complete list of documentation about CCs and followers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836035866" target="_blank">CC and followers
resources</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vjd_lws_y2b">
<h2 class="title topictitle2" id="ariaid-title3">Using the migration wizard</h2>
<div class="body">
<p class="p" dir="ltr">To help you migrate your account for CCs and followers, Zendesk
Support provides a migration wizard to help you update your account.
When you migrate, you can use the wizard to:</p>
<ul class="ul" id="topic_vjd_lws_y2b__ul_f5w_whp_gfb">
<li class="li">Automatically update business rules (triggers, automations, and
macros) in your account.</li>
<li class="li">Receive guidance on how to manually update business rules,
including a downloadable list of the affected rules you need
to change.</li>
</ul>
<p class="p" dir="ltr">In most cases, Zendesk recommends using the wizard to
automatically update business rules. If you are not sure which
method to use, you can choose the manual method and review the list
of rules you need to change. Then, if you decide the automatic
method will work for you, you can restart the wizard to
automatically make the updates.</p>
<div class="note">
<span class="notetitle">Note:</span> If you have a sandbox installation, try updating your
sandbox account first (either manually or automatically) before
upgrading your production site. </div>
<p class="p"><strong class="ph b">To run the migration wizard</strong>:</p>
<ol class="ol" id="topic_vjd_lws_y2b__ol_d5t_wws_y2b">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vjd_lws_y2b__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">CCs</strong> to expand it. <p class="p" dir="ltr">If you
haven't migrated to the new experience, you’ll see
the following highlighted section.</p>
<p class="p"><img class="image img-screenshot" id="topic_vjd_lws_y2b__image_cxz_f3z_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_get_started3A.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Set up CCs and followers</strong>. <p class="p">A page appears with an
introduction to CCs and followers.</p>
</li>
<li class="li">Take a moment to read the description, then click <strong class="ph b">Next</strong> to
continue. <p class="p">A page appears with information on how your
business rules will be impacted.</p>
</li>
<li class="li">Click <strong class="ph b">Download</strong> to download and review a list of affected
rules for your account.<p class="p" dir="ltr">Use this list to make
sure all the rules on your account are included.
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Contact Zendesk
customer support</a> if you have any questions
about the rules listed. </p>
<div class="note important">
<span class="importanttitle">Important:</span> Zendesk recommends you keep a backup of the
affected rules list in a safe location. It can be
useful if you ever need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834737434" target="_blank">rollback</a>
your account and remove CCs and followers. If you
<strong class="ph b">Automatically update</strong> your business rules,
account admins will receive an email with a link to
the affected rules list.</div>
</li>
<li class="li">Review changes that must be made to your account. Some changes
happen automatically when you migrate to CCs and followers
(any <strong class="ph b">Add CC</strong> action changes to <strong class="ph b">Add follower</strong>).
Other changes require you to run the migration wizard or
make the changes manually.<p class="p">For each trigger and automation
that includes action <strong class="ph b">Notify by &gt; User email -
Ticket &gt; (requester)</strong>:</p>
<ul class="ul" id="topic_vjd_lws_y2b__ul_lww_52p_4bc">
<li class="li">Change action to <strong class="ph b">Notify by &gt; User email -
Ticket &gt; (requester and CCs)</strong>. </li>
<li class="li">Remove condition <strong class="ph b">Requester &gt; Requester -
is not - (current user)</strong> if it exists. </li>
<li class="li">Add new condition <strong class="ph b">Ticket &gt; Comment - is -
Public</strong>.</li>
</ul>
<p class="p"><img class="image" id="topic_vjd_lws_y2b__image_gzl_d3z_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/migrate_CC_update_rules.png" width="600"></p>
</li>
<li class="li">Select how you want to make changes to your account, then click
<strong class="ph b">Next</strong>. <ul class="ul" id="topic_vjd_lws_y2b__ul_s3r_zzs_y2b">
<li class="li">To automatically change the affected rules,
select <strong class="ph b">Automatically update business rules</strong>,
then click <strong class="ph b">Next</strong>. </li>
<li class="li">To manually change the affected rules, select
<strong class="ph b">Manually update business rules</strong>, then click
<strong class="ph b">Next</strong>.</li>
</ul>
<p class="p" dir="ltr">If you aren't sure which method to use,
choose <strong class="ph b">Manually update business
rules</strong>.</p>
</li>
<li class="li">Select the features you want to turn on for your account:<ul class="ul" id="topic_vjd_lws_y2b__ul_w3l_l1t_y2b">
<li class="li" dir="ltr">
<strong class="ph b">Allow followers</strong>: All tickets in
your account will include a <strong class="ph b">Followers</strong> field
for agents, light agents, and admins.</li>
<li class="li" dir="ltr">
<strong class="ph b">Allow CCs</strong>: All tickets in your
account will include a <strong class="ph b">CC</strong> field for Public
comments.<ul class="ul" id="topic_vjd_lws_y2b__ul_k3n_d2z_4hb">
<li class="li">
<strong class="ph b">Allow light agents to become CCs on
tickets</strong>: Ticket requesters, agents, and
existing CCs can add light agents as CCs or
followers. If not selected, light agents can only
be included as followers. </li>
</ul>
</li>
<li class="li">
<strong class="ph b">Automatically make an agent CC a
follower</strong>: Agents added as a CC will be
automatically added as a follower. If the agent is
removed as a CC, they'll still receive ticket
updates as a follower.</li>
</ul>
<p class="p">You can modify these settings later if desired.
</p>
</li>
<li class="li">Acknowledge your changes, then click <strong class="ph b">Turn on</strong>. <ul class="ul" id="topic_vjd_lws_y2b__ul_kpt_k2t_y2b">
<li class="li">For <strong class="ph b">Automatic</strong> updates, the migration
wizard will turn on the items you selected for
your account. It will also update your triggers
and automations. Automatic updates may take
several minutes. When the changes are complete,
you’ll receive an email with a link to a file that
describes the changes.</li>
<li class="li">For <strong class="ph b">Manual</strong> updates, your account will be
upgraded to include the settings you chose to
activate, but you’ll need to manually update your
triggers, automations, and macros. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845914138" target="_blank">Manually updating
business rules</a> for more information.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sbs_x4k_mfb">
<h2 class="title topictitle2" id="ariaid-title4">After migration</h2>
<div class="body">
<p class="p">After migration, if the new CCs experience is turned on, you should see a
new <strong class="ph b">Followers</strong> field in your tickets (beneath the
<strong class="ph b">Assignee</strong> field) and a new <strong class="ph b">CC</strong> field in the
<strong class="ph b">Public reply</strong> area. </p>
<p class="p">When an existing ticket is updated, legacy CCs on the ticket are
automatically split into followers (for agents and light agents) and
new CCs (for users who aren't agents).</p>
<div class="p">There are also changes to the <strong class="ph b">CCs</strong> settings for tickets. To view
the changes:<ol class="ol" id="topic_sbs_x4k_mfb__ol_ekv_pfc_qfb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_sbs_x4k_mfb__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">CC and followers on tickets</strong> to expand
it.<p class="p">Notice that the name has changed From
<strong class="ph b">CCs</strong> to <strong class="ph b">CCs and followers on
tickets</strong>.</p>
</li>
<li class="li">Choose the settings that make sense for your workflow.
For example: <ul class="ul" id="topic_sbs_x4k_mfb__ul_hrv_ml5_phb">
<li class="li">The <strong class="ph b">Only agents can add CCs</strong> setting has
been replaced. Use the new <strong class="ph b">Allow CCs</strong>
setting instead to turn on or off CCs for all
types of users.</li>
<li class="li">There's a new setting to <strong class="ph b">Allow agents to
change the requester</strong>. Previously, enabling CCs
on tickets automatically allowed agents to change
the requester. Now, you can configure this
setting independently from CCs.</li>
</ul>
<p class="p">Additional settings are available, including
a <strong class="ph b">CCs and followers blocklist</strong> to prevent
the email addresses and domains you specify from
being added as CC. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843795482" target="_blank">Configuring CCs and
followers permissions</a>.</p>
</li>
<li class="li">If you have email templates, check to make sure the
placeholders work as expected. </li>
</ol>
</div>
</div>
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