Turning off CCs and followers

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<p id="docs-hc-snippet" style="display: none;">In some rare cases, you may decide to turn off CCs and followers in your account. When you turn off CCs or followers, the settings and permissions associated with each feature are also turned off but saved in case you turn them back on. For example, if you modified the follower email template or created a blocklist, the values in those fields will be available if you turn these features back on.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can turn off CCs and followers on tickets to disable their settings and permissions while preserving your customizations for later use. Admins or agents with the right permissions can manage these settings. For accounts created before May 2019, you can roll back to the previous CCs experience, but you must manually update business rules like triggers, macros, and automations to match the rollback.</p>
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<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p">In some rare cases, you may decide to turn off CCs and followers in your account.
When you turn off CCs or followers, the settings and permissions associated
with each feature are also turned off but saved in case you turn them back
on. For example, if you modified the follower email template or created a
blocklist, the values in those fields will be available if you turn these
features back on.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_opc_5sr_fzb">
<li class="li"><a class="xref" href="#topic_isl_bfp_gfb">Turning off CCs and
followers</a></li>
<li class="li">
<a class="xref" href="#topic_lnx_s2p_gfb">Rolling back CCs and followers</a> (for accounts created
<em class="ph i">before</em> May 2019 that migrated to the updated CCs and
followers experience)</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_isl_bfp_gfb">
<h2 class="title topictitle2" id="ariaid-title2">Turning off CCs and followers</h2>
<div class="body">
<p class="p">You must be an admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a>
with permission to manage ticket settings to turn off CCs and
followers.</p>
<p class="p"><strong class="ph b">To turn off CCs and followers</strong></p>
<ol class="ol" id="topic_isl_bfp_gfb__ol_uyd_kdn_fhb">
<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_isl_bfp_gfb__d9e1706" 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">CCs and followers on tickets</strong> to expand it.</li>
<li class="li">Uncheck the <strong class="ph b">Allow followers</strong> or <strong class="ph b">Allow CCs</strong>
checkboxes.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Refresh your browser and open a few tickets to verify that the
<strong class="ph b">Follower</strong> field in the sidebar and the
<strong class="ph b">CC</strong> link in the comment header have been
removed.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lnx_s2p_gfb">
<h2 class="title topictitle2" id="ariaid-title3">Rolling back CCs and followers</h2>
<div class="body">
<p class="p">If your account was created <em class="ph i">before</em> May 2019 and migrated to the
updated CCs and followers experience, you can roll back to the
previous CCs experience if you don't want to use the updated CCs and
followers experience.</p>
<p class="p">If you don't see the rollback options described in this section, it means
you aren't allowed to roll back the updated CCs and followers
experience. However, you can <a class="xref" href="#topic_isl_bfp_gfb">turn off CCs and followers</a>.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ab5_s2r_fzb">
<h3 class="title topictitle3" id="ariaid-title4">Rolling back your account</h3>
<div class="body">
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418#topic_gsd_sns_y2b" target="_blank">About migrating to
CCs and followers</a> to learn more about the
previous experience you'll be rolling back to. </p>
<div class="note" id="topic_ab5_s2r_fzb__note_bb5_s2r_fzb">
<span class="notetitle">Note:</span> If you migrate to the new CCs and
followers experience and then roll back to the old CCs
experience, any actions that used to be <strong class="ph b">Email user +
(requester)</strong> remain as <strong class="ph b">Email user + (requester
and CCs)</strong>. <em class="ph i">However, the trigger’s old behavior
is restored, meaning that only the requester is
emailed.</em> Don’t forget to manually <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834737434#topic_isl_bfp_gfb" target="_blank">roll back your
business rules</a>, which includes changing the
<strong class="ph b">Email user + (requester and CCs)</strong> action back
to <strong class="ph b">Email user + (requester)</strong>.</div>
<p class="p"><strong class="ph b">To roll back CCs and followers</strong>:</p>
<ol class="ol" id="topic_ab5_s2r_fzb__ol_cb5_s2r_fzb">
<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_ab5_s2r_fzb__d9e1706" 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">CCs and followers on tickets</strong> to expand
it.</li>
<li class="li">In <strong class="ph b">Opting out of the CCs and followers
experience</strong>, click <strong class="ph b">Opt out</strong>. <p class="p">A
confirmation message appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_ab5_s2r_fzb__image_db5_s2r_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_followers_opt_out2A.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Yes, opt out</strong> to confirm.</li>
<li class="li">After a few minutes, refresh your browser and open a few
of your tickets to verify that the <strong class="ph b">Follower</strong>
field in the sidebar has been replaced by a
<strong class="ph b">CCs</strong> field. <p class="p"><img class="image img-screenshot" id="topic_ab5_s2r_fzb__image_eb5_s2r_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_before.png" width="300"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vhr_bfr_fzb">
<h3 class="title topictitle3" id="ariaid-title5">Rolling back business rules</h3>
<div class="body">
<p class="p" dir="ltr">After you roll back your account, you’ll need to
manually roll back your triggers, macros, and automations to
remove settings for CCs and followers. There’s no migration
wizard for this.</p>
<p class="p" dir="ltr"><strong class="ph b">To manually roll back triggers, macros, and
automations</strong></p>
<div class="p">
<ol class="ol" id="topic_vhr_bfr_fzb__ol_imw_ffp_gfb">
<li class="li" dir="ltr">As a guide to rolling back business
rules, refer to the affected rules list for your
account. <p class="p">This is the list you downloaded when
you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418--Draft-Migrating-to-CCs-and-followers" target="_blank">migrated to CCs and
followers</a>.</p>
</li>
<li class="li" dir="ltr">Roll back your business rules.<ul class="ul" id="topic_vhr_bfr_fzb__ul_jmw_ffp_gfb">
<li class="li">To roll back triggers:<p class="p"><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_vhr_bfr_fzb__d9e1812" 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">Business rules &gt;
Triggers</strong>.</span></p>
<p class="p">Trigger <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_syw_z14_lbb" target="_blank">revision
history</a> may be useful.</p>
</li>
<li class="li">To roll back macros:<p class="p"><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_vhr_bfr_fzb__d9e1120" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span></p>
</li>
<li class="li">To roll back automations:<p class="p"><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_vhr_bfr_fzb__d9e1858" 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">Business rules &gt;
Automations</strong>.</span></p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Change the rules back to their
original settings. For example, change<strong class="ph b"> Email
user: (requester and CC)</strong> back to <strong class="ph b">Email
user: (requester)</strong>.</li>
<li class="li" dir="ltr">When you’ve finished making updates,
save your changes.</li>
<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_vhr_bfr_fzb__d9e1706" 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">CCs</strong> to expand it. </li>
<li class="li">Restore your <strong class="ph b">CC</strong> email template. When you
roll back, the <strong class="ph b">CC</strong> email template replaces
the <strong class="ph b">Follower</strong> email template.</li>
</ol>
</div>
</div>
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