Configuring settings and permissions for CCs and followers

Verified AI summary ◀▼
Configure settings for CCs and followers to manage ticket notifications effectively. Enable agents to add followers, customize email templates, and use blocklists to control who can be CCed. Adjust comment privacy for end-user CCs to ensure sensitive information remains private. Use placeholders in business rules to display CC and follower details in notifications, enhancing communication and ticket management.



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



This article describes an updated CCs and followers
experience. If your account was created before May 2019, you might need to
migrate to this updated experience.

As described in Understanding CCs and
followers, your internal and external users can use CCs to
copy other users when replying to ticket notifications by email. Internal
users (agents and admins) can also add and remove followers from tickets,
including themselves. Followers receive email notifications about updates to
the ticket, but their names and email addresses don't appear in email
notifications to other people on the ticket. They remain invisible to
external end users.
You can configure different settings for CCs and followers. You may need to use
only some of the options described in this article.
This article covers the following topics:

Configuring settings for CCs and followers
Changing the default comment privacy for end user CCs
Using placeholders with CCs and followers

Related article:
Creating business
rules for CCs and followers




Configuring settings for CCs and followers

To configure settings for 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.
Configure the settings described below, then click
Save.









Setting
Description





Allow followers


Allows agents to add followers to tickets from
the ticket interface.
Adds the Followers field to the ticket
interface.





Customize your follower email:

Create a subject line (field)
Create your email text (field)
Back to default (button)



Type the text to include in the subject line
and body of email notifications to followers.
Placeholders are allowed (see Using
placeholders).
You can use Back to default to replace
text in follower email template (but not in the
follower email subject line) with default
text.
All of these options are only available when
Allow followers is selected.
For more information about the follower email
template, see Customizing default
email notifications to CCs and
followers.




Allow CCs


Allows agents and end users to add other users
as CCs on tickets.
Adds the CC line to the ticket interface.





CCs and followers blocklist


You can prevent specific users from becoming
CCs and followers by entering their email address
or domain name into a blocklist. Use spaces to
separate the addresses.
This option is only available when Allow
CCs is selected.
The CCs and followers blocklist prevents
addresses from being added as a CC, but it does
not prevent them from being ticket requesters.
Users on the CC blocklist can still submit their
own tickets with other addresses CC'd. To
completely block an address, use the account
blocklist.




Allow light agents to be added to tickets


Allows ticket requesters, agents, and existing
CCs to add light agents and contributors as either
CCs or followers on tickets.
When activated, light agents and contributors
can be copied on tickets from the ticket interface
and from ticket notifications. However, light
agents and contributors are not allowed to add or
remove themselves from the CC list—this must be
done by another agent who isn't a light agent or
contributor.
Regardless of whether this setting is activated
or deactivated, when followers are allowed, light
agents can be added as followers, and they can add
or remove followers from tickets, including
themselves.




Allow end users to add CCs to requests


Allows signed-in end users to copy (CC) users
in these places:

Ticket email replies
Help center new support requests using the
ticket form
Help center existing requests in My
Activities

If this option is enabled, but the Anybody
can submit tickets option is deactivated,
non-registered users who are added as CCs will not
be copied on the ticket and they won't receive an
email notification about the ticket.


Note: This feature is not available on trial
accounts.




Automatically make a CCed agent a follower


When an agent is CCed on a ticket via email or
the ticket interface, they are also automatically
added as a follower.

Note: If the agent is CCed from a ticket form in your help center or via
the API instead, then they are not also added as a
follower.








Changing the default comment privacy for end user CCs

If an end user CC replies to a ticket notification from email
using Reply (instead of Reply all), the reply becomes
a private comment on the ticket. However, if the Make email
comments from CCed end users public (not recommended)
option is enabled, the behavior changes and the reply becomes a
public comment instead. (The requester must be included in the
reply; otherwise, the comment will be flagged as a potential
risk.)
We don’t recommend using the Make email comments from CCed
end users public (not recommended) option because a
requester might see content that wasn’t meant for them. For more
information about email replies, see Understanding when email
replies become public or private comments.
To change the default comment privacy for end user
CCs

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Comment options for agents to expand it.
Select Allow email comments from CCed end users to
be public (not recommended).
Note: This setting
is only available if CCs is activated.

Scroll down and click Save.

For information about other ways you can change the default privacy of
ticket comments, see Changing the default privacy
of ticket comments.



Using placeholders with CCs and followers

If you want to list the names and email addresses of CCs and followers in
ticket notifications, you can do so by adding these placeholders to your
business rules (triggers, automations, and macros):


email_cc_names or
ticket.cc_names—Returns the names of CCs on the
ticket.

ticket.follower_names—Returns the names of
followers on the ticket.

If you add or update your placeholders, we recommend using the
email_cc_names placeholder instead of
tickets.cc_names. They do the same thing,
but email_cc_names is newer.
For more information about CC and follower placeholders and where exactly
you can use them, see Creating business rules for
CCs and followers and Customizing default email
notifications to CCs and followers.



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