Turning off CCs and followers

Location: Admin Center > Objects and rules > Tickets >
Settings

In some rare cases, you may decide to turn off CCs and followers in your
account.
This article covers the following topics:

Turning off CCs and
followers

Rolling back CCs and followers (for accounts created
before May 2019 that migrated to the updated CCs and
followers experience)



Turning off CCs and followers

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.
To turn off CCs and followers

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click CCs and followers on tickets to expand it.
Uncheck the Allow followers or Allow CCs
checkboxes.
Click Save.
Refresh your browser and open a few tickets to verify that the
Follower field in the sidebar and the
CC link in the comment header have been
removed.




Rolling back CCs and followers

If your account was created before 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.
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 turn off CCs and followers.


Rolling back your account

See About migrating to
CCs and followers to learn more about the
previous experience you'll be rolling back to.

Note: 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 Email user +
(requester) remain as Email user + (requester
and CCs). However, the trigger’s old behavior
is restored, meaning that only the requester is
emailed. Don’t forget to manually roll back your
business rules, which includes changing the
Email user + (requester and CCs) action back
to Email user + (requester).
To roll back CCs and followers:

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click CCs and followers on tickets to expand
it.
In Opting out of the CCs and followers
experience, click Opt out. A
confirmation message appears.


Click Yes, opt out to confirm.
After a few minutes, refresh your browser and open a few
of your tickets to verify that the Follower
field in the sidebar has been replaced by a
CCs field.





Rolling back business rules

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.
To manually roll back triggers, macros, and
automations


As a guide to rolling back business
rules, refer to the affected rules list for your
account. This is the list you downloaded when
you migrated to CCs and
followers.

Roll back your business rules.
To roll back triggers: In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Trigger revision
history may be useful.

To roll back macros: In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.

To roll back automations: In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Automations.



Change the rules back to their
original settings. For example, change Email
user: (requester and CC) back to Email
user: (requester).
When you’ve finished making updates,
save your changes.
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click CCs to expand it.
Restore your CC email template. When you
roll back, the CC email template replaces
the Follower email template.