Manually updating business rules for CCs and followers

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<p id="docs-hc-snippet" style="display: none;">When you migrate to CCs and followers, you have a choice to automatically or manually update some of your business rules as part of the migration. If you don’t update these business rules for your account, you may miss valuable notifications and emails. This article describes how to manually change business rules to work with the new CCs experience.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<div class="p">
<div class="note important" id="topic-1__note_cmr_jlq_q3c">
<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 June 30, 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" dir="ltr">When you migrate to CCs and followers, you have a choice to
automatically or manually update some of your business rules as part of the
migration. If you don’t update these business rules for your account, you
may miss valuable notifications and emails. This article describes how to
manually change business rules to work with the new CCs experience.</p>
<p class="p">If you decided to automatically update your business rules as part of migration
to CCs and followers, you can skip this topic. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">Migrating to CCs and
followers</a>. </p>
<div class="p" dir="ltr">This article contains the following sections:<ul class="ul" id="topic-1__ul_nyz_3kx_nnb">
<li class="li"><a class="xref" href="#topic_otd_jyn_gfb">Download the
affected rules</a></li>
<li class="li"><a class="xref" href="#topic_hj1_wb4_gfb">Review affected
rules</a></li>
<li class="li"><a class="xref" href="#topic_dw3_214_gfb">Manually update
triggers</a></li>
<li class="li"><a class="xref" href="#topic_t2z_zhx_nnb">Create a trigger
that allows agents to receive "request received"
email notifications</a></li>
<li class="li"><a class="xref" href="#topic_hz1_m14_gfb">Manually update
automations</a></li>
<li class="li"><a class="xref" href="#topic_qnj_5s4_gfb">Manually update
macros</a></li>
<li class="li"><a class="xref" href="#topic_cjl_414_gfb">Manually update
email templates</a></li>
</ul>
</div>
<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">CCs and followers
resources</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_otd_jyn_gfb">
<h2 class="title topictitle2" id="ariaid-title2">Download the affected rules</h2>
<div class="body">
<p class="p" dir="ltr">If you haven’t done so already, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418--Draft-Migrating-to-CCs-and-followers#topic_vjd_lws_y2b" target="_blank">migration wizard</a> to
download a list of affected rules for your account.</p>
<div class="p" dir="ltr">
<strong class="ph b">To download the affected rules:</strong><ol class="ol" id="topic_otd_jyn_gfb__ol_ptd_jyn_gfb">
<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_otd_jyn_gfb__d9e1623" 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 and followers on tickets</strong> to
expand it.</li>
<li class="li">Click <strong class="ph b">Set up CCs and Followers</strong>. A page appears
with an introduction to CCs and followers.</li>
<li class="li">Take a moment to read the description, then click
<strong class="ph b">Next</strong> to continue. A business rules page
appears with information on how your business rules
will be impacted. </li>
<li class="li">At the bottom of the <strong class="ph b">Update your business rules</strong>
section, click <strong class="ph b">Download</strong> to download a list of
your account’s affected rules.<p class="p">You’ll use these
rules as a guideline for manually updating the
business rules in your account. The affected rules
are customized for your account and include a
complete list of the changes, removals, and
additions you need to make to triggers and
automations.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hj1_wb4_gfb">
<h2 class="title topictitle2" id="ariaid-title3">Review affected rules</h2>
<div class="body">
<p class="p">The zip file you downloaded (<strong class="ph b">affected_rules_list.zip</strong>) contains
these documents:</p>
<ul class="ul" id="topic_hj1_wb4_gfb__ul_bzl_hm4_gfb">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">affected_rules_list.txt</strong>: Contains the
names of each trigger or automation you need to
change and the URL where the trigger or automation
is located.</p>
</li>
<li class="li">
<p class="p" dir="ltr"><strong class="ph b">Instructions_txt</strong>: Contains a list of the
rules that need to be changed. </p>
</li>
</ul>
<p class="p">With this download, you can match up the instructions with the rule that
is affected.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dw3_214_gfb">
<h2 class="title topictitle2" id="ariaid-title4">Manually update triggers</h2>
<div class="body">
<div class="p">Update your triggers as described in the affected rules list.<ol class="ol" id="topic_dw3_214_gfb__ol_ew3_214_gfb">
<li class="li"><span class="ph" id="topic_dw3_214_gfb__triggers">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_dw3_214_gfb__image_j55_cjc_ksb" 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></li>
<li class="li">For each affected trigger, change the trigger conditions
and actions as described in the affected rules. For
example, in <strong class="ph b">Actions</strong> for a trigger, make the
following changes:<ul class="ul" id="topic_dw3_214_gfb__ul_hw3_214_gfb">
<li class="li">
<strong class="ph b">Before</strong>: Notify by &gt; User email - Ticket
&gt; (requester)</li>
<li class="li">
<strong class="ph b">After</strong>: Notify by &gt; User email - Ticket
&gt; (requester and CCs)</li>
</ul>
</li>
<li class="li">Review the <strong class="ph b">Email body</strong> text to make sure it still
makes sense for the types of users who will receive
the message.</li>
<li class="li">Save your changes.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_t2z_zhx_nnb">
<h2 class="title topictitle2" id="ariaid-title5">Create a trigger that allows agents to receive “request received” email notifications</h2>
<div class="body">
<p class="p">If needed, you can create a trigger that notifies the requester and
agents (including light agents) that a request has been received and
has become a ticket. </p>
<div class="p" dir="ltr">
<strong class="ph b">To create a trigger that allows agents to receive “request
received” email notifications</strong><ol class="ol" id="topic_t2z_zhx_nnb__ol_qv4_13x_nnb">
<li class="li" dir="ltr">Create a new trigger, or update an existing
trigger, and title it as <strong class="ph b">Notify agent of internal
note request received</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">When ALL of these conditions are
met</strong>, add these actions:<ul class="ul" id="topic_t2z_zhx_nnb__ul_rv4_13x_nnb">
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Ticket &gt; Ticket | Is | Created</strong>: An end
user or agent submits a request, which has created
a new ticket.</p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Ticket &gt; Status | Is not | Solved</strong>: When
created, the new ticket has one of the following
statuses applied to it: New, Open, Pending, or
On-hold.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Ticket &gt; Comment | Is |
Private</strong>: Use this condition because comments
about “request received” are private comments
(internal notes).</p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Ticket details &gt; Current user | Is |
(agent)</strong>: The user that last updated the ticket
is anyone who is a registered user, but not an
agent or an administrator.</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Add this action:<ul class="ul" id="topic_t2z_zhx_nnb__ul_tv4_13x_nnb">
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Notify by &gt; User email | Ticket &gt;
(requester)</strong>: The email defined in this action
is sent to the end user or agent listed as the
ticket's requester and anyone who is copied on the
ticket. The requester is most-commonly the person
who submitted the ticket; however, an agent can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618" target="_blank">submit a ticket
request on behalf of another user</a>, in which
case that user is listed as the requester.</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_hz1_m14_gfb">
<h2 class="title topictitle2" id="ariaid-title6">Manually update automations</h2>
<div class="body">
<p class="p">Update your automations as described in the affected rules list.</p>
<ol class="ol" id="topic_hz1_m14_gfb__ol_iz1_m14_gfb">
<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_hz1_m14_gfb__d9e1083" 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></li>
<li class="li" dir="ltr">For each affected automation, change the business
rules definitions as described in the affected rules. For
example, in a <strong class="ph b">Notifications</strong> action for an automation,
you might make the following changes:<ul class="ul" id="topic_hz1_m14_gfb__ul_lz1_m14_gfb">
<li class="li">
<strong class="ph b">Before</strong>: Notify by &gt; User email - Ticket &gt;
(requester)</li>
<li class="li">
<strong class="ph b">After</strong>: Notify by &gt; User email - Ticket &gt;
(requester and CCs)</li>
</ul>
</li>
<li class="li">Review the email body text to make sure it still makes sense for
the types of users who will receive the message.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_qnj_5s4_gfb">
<h2 class="title topictitle2" id="ariaid-title7">Manually update macros</h2>
<div class="body">
<p class="p" dir="ltr">Update your macros.</p>
<ol class="ol" id="topic_qnj_5s4_gfb__ol_rnj_5s4_gfb">
<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_qnj_5s4_gfb__d9e1083" 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></li>
<li class="li">For each macro, make sure the action is appropriate for the
current macro.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_cjl_414_gfb">
<h2 class="title topictitle2" id="ariaid-title8">Manually update email templates</h2>
<div class="body">
<p class="p">When you enable followers, the <strong class="ph b">CCs</strong> email template is replaced by a
<strong class="ph b">Follower</strong> email template. Check this template to make
sure the placeholders work as expected. To update the template:</p>
<ol class="ol" id="topic_cjl_414_gfb__ol_djl_414_gfb">
<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_cjl_414_gfb__d9e1623" 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">Select <strong class="ph b">Allow followers</strong>.</li>
<li class="li" dir="ltr">Customize your follower email template.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
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