Creating business rules for CCs and followers

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<div class="note note">
<span class="notetitle">Note:</span> This article describes an updated CCs and followers experience. If your
account was created before May 2019, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">you might need to migrate</a> to
this updated experience.</div>
<p class="p">Business rules such as triggers, automations, and macros affect email
notifications to CCs and followers in several ways. For example, your
default triggers send email notifications to requesters and CCs. You can
also create business rules to do these things:</p>
<ul class="ul" id="topic-1__ul_kcn_bgg_khb">
<li class="li">Add followers to tickets automatically using triggers, automations, and
macros.</li>
<li class="li">Use triggers and automations to send email notifications to both CCs and
followers.</li>
<li class="li">Use triggers and automations to customize the text in email
notifications to CCs. </li>
</ul>
<p class="p">You cannot configure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">views</a> for CCs and followers.
However, you can view all the tickets you are copied on or following from
your user profile (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Viewing your user profile in Zendesk
Support</a>).</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_bw5_kmx_jhb">
<li class="li"><a class="xref" href="#topic_gxz_tmx_jhb">Adding followers to tickets automatically using business rules</a></li>
<li class="li"><a class="xref" href="#topic_opt_cnx_jhb">Sending email notifications to requesters and CCs automatically using business rules</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gxz_tmx_jhb">
<h2 class="title topictitle2" id="ariaid-title2">Adding followers to tickets automatically using business rules</h2>
<div class="body">
<p class="p">You can add followers to tickets automatically using business rules
(triggers, automations, and macros). This is done by adding action
statements to the business rules. </p>
<p class="p">These are actions you can use that are related to followers:</p>
<ul class="ul" id="topic_gxz_tmx_jhb__ul_hrx_5mx_jhb">
<li class="li" dir="ltr">In triggers, use the <strong class="ph b">Add follower</strong> action.</li>
<li class="li" dir="ltr">In automations, use the <strong class="ph b">Ticket: Add follower</strong>
action.</li>
<li class="li" dir="ltr">In macros, use the <strong class="ph b">Add follower</strong> action.</li>
</ul>
<p class="p">When an agent is added as a follower to a ticket using these actions, the
follower doesn't receive an email notification saying they were
added. Followers only receive email notifications when comments are
added to tickets they are following.</p>
<div class="note note">
<span class="notetitle">Note:</span> These actions add followers to tickets, but they don’t
allow you to customize the text in the email notification to
followers. If you want to customize the text, you need to use the
follower email template described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843866394" target="_blank">Customizing default email
notifications for CCs and followers</a>.</div>
<p class="p"><strong class="ph b" id="topic_gxz_tmx_jhb__docs-internal-guid-f5967a79-7fff-d5c8-13ed-c604c8674131">To add
followers to tickets automatically using business
rules</strong></p>
<ol class="ol" id="topic_gxz_tmx_jhb__ol_qq1_zmx_jhb">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create or update
triggers</a> to include the <strong class="ph b">Add follower</strong>
action.<p class="p"><img class="image img-screenshot" id="topic_gxz_tmx_jhb__image_cgz_ypx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_add_follower_trigger.png" width="600"></p>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Create or update
automations</a> to include the <strong class="ph b">Ticket: Add
follower</strong> action.<p class="p"><img class="image img-screenshot" id="topic_gxz_tmx_jhb__image_ok4_1qx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_add_follower_automation.png" width="600"></p>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Create or update
macros</a> to include the <strong class="ph b">Add follower</strong>
action.<p class="p"><img class="image img-screenshot" id="topic_gxz_tmx_jhb__image_rpg_cqx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_add_follower_macro.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_opt_cnx_jhb">
<h2 class="title topictitle2" id="ariaid-title3">Sending email notifications to requesters and CCs automatically using business rules</h2>
<div class="body">
<p class="p" dir="ltr">You can send email notifications to requesters and CCs
automatically using business rules (triggers, automations, and
macros). This is done by adding action statements to the business
rules.</p>
<p class="p" dir="ltr">These are actions you can use:</p>
<ul class="ul" id="topic_opt_cnx_jhb__ul_n4c_dnx_jhb">
<li class="li" dir="ltr">In triggers, use the <strong class="ph b">Email user + (requester and
CCs)</strong> and <strong class="ph b">Autoreply with articles + (requester
and CCs)</strong> actions.</li>
<li class="li" dir="ltr">In automations, use the <strong class="ph b">Notifications: Email user +
(requester and CCs) </strong>action.</li>
</ul>
<p class="p">Two default triggers use these actions, but you can create others (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843866394--Draft-Customizing-the-text-in-email-notifications-to-followers" target="_blank">Customizing default email
notifications to CCs and followers</a>).</p>
<p class="p">When a private comment is added to a ticket, the <strong class="ph b">Email user +
(requester and CCs)</strong> action in triggers and automations
is suppressed. The trigger still fires and
performs any other actions that may be included in the trigger, but
the email message is not sent. Include a public comment to use this
action to send an email message. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843347866-Understanding-suppression-of-CCs-email-notifications#topic_pdl_xbx_nnb" target="_blank">About business rule action
suppression</a>.</p>
<p class="p" dir="ltr">Placeholders are allowed in these actions (and in the
<strong class="ph b">Comment/description</strong> action in macros). This includes
the <strong class="ph b">ticket.cc_names placeholder</strong>, which returns the names of
all the CCs on the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">Using placeholders</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">Zendesk Support placeholder
reference</a>.</p>
<p class="p" dir="ltr">The <strong class="ph b">Comment/description</strong> action in macros can be used by
agents to add comments to tickets, and those comments can include
placeholders about CCs and followers, but macros themselves don’t
cause email notifications to be sent to users. However, you may have
other business rules that cause email notifications to be sent to
users when a comment is added to the ticket. </p>
<p class="p"><strong class="ph b">To send email notifications to requesters and CCs automatically using
business rules</strong></p>
<ol class="ol" id="topic_opt_cnx_jhb__ol_z5d_fnx_jhb">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create or update
triggers</a> to include the <strong class="ph b">Email user +
(requester and CCs)</strong> action. <p class="p">Enter an email
subject and body text in the fields provided. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">Placeholders</a>
are allowed.</p>
<p class="p"><img class="image img-screenshot" id="topic_opt_cnx_jhb__image_dvn_fqx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_email_user_trigger.png" width="600"></p>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create or update
triggers</a> to include the <strong class="ph b">Autoreply with
articles + (requester and CCs)</strong> action. <p class="p">Enter
an email subject and body text in the fields
provided. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">Placeholders</a>
are allowed.</p>
<p class="p"><img class="image img-screenshot" id="topic_opt_cnx_jhb__image_rk5_5qx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_answerbot_trigger.png" width="600"></p>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Create or update
automations</a> to include the <strong class="ph b">Notifications:
Email user + (requester and CCs)</strong> action.
<p class="p">Enter an email subject and body text in the
fields provided. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">Placeholders</a>
are allowed.</p>
<p class="p"><img class="image img-screenshot" id="topic_opt_cnx_jhb__image_xpg_wqx_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_email_user_automation.png" width="600"></p>
</li>
</ol>
</div>
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