Manually updating business rules for CCs and followers

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.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










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



Important: 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 migrated automatically
on that date.

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.
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
Migrating to CCs and
followers.
This article contains the following sections:
Download the
affected rules
Review affected
rules
Manually update
triggers
Create a trigger
that allows agents to receive "request received"
email notifications
Manually update
automations
Manually update
macros
Manually update
email templates


For a complete list of documentation about CCs and followers, see CCs and followers
resources.


Download the affected rules

If you haven’t done so already, use the migration wizard to
download a list of affected rules for your account.

To download the affected rules:
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click CCs and followers on tickets to
expand it.
Click Set up CCs and Followers. A page appears
with an introduction to CCs and followers.
Take a moment to read the description, then click
Next to continue. A business rules page
appears with information on how your business rules
will be impacted.
At the bottom of the Update your business rules
section, click Download to download a list of
your account’s affected rules. 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.






Review affected rules

The zip file you downloaded (affected_rules_list.zip) contains
these documents:


affected_rules_list.txt: Contains the
names of each trigger or automation you need to
change and the URL where the trigger or automation
is located.


Instructions_txt: Contains a list of the
rules that need to be changed.


With this download, you can match up the instructions with the rule that
is affected.



Manually update triggers

Update your triggers as described in the affected rules list.
In Admin Center, click

Objects and rules in the sidebar, then
select Business rules > Triggers.
For each affected trigger, change the trigger conditions
and actions as described in the affected rules. For
example, in Actions for a trigger, make the
following changes:

Before: Notify by > User email - Ticket
> (requester)

After: Notify by > User email - Ticket
> (requester and CCs)


Review the Email body text to make sure it still
makes sense for the types of users who will receive
the message.
Save your changes.





Create a trigger that allows agents to receive “request received” email notifications

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.

To create a trigger that allows agents to receive “request
received” email notifications
Create a new trigger, or update an existing
trigger, and title it as Notify agent of internal
note request received.
Under When ALL of these conditions are
met, add these actions:

Ticket > Ticket | Is | Created: An end
user or agent submits a request, which has created
a new ticket.


Ticket > Status | Is not | Solved: When
created, the new ticket has one of the following
statuses applied to it: New, Open, Pending, or
On-hold.


Ticket > Comment | Is |
Private: Use this condition because comments
about “request received” are private comments
(internal notes).


Ticket details > Current user | Is |
(agent): The user that last updated the ticket
is anyone who is a registered user, but not an
agent or an administrator.



Add this action:

Notify by > User email | Ticket >
(requester): 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
submit a ticket
request on behalf of another user, in which
case that user is listed as the requester.



Click Save.





Manually update automations

Update your automations as described in the affected rules list.

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.
For each affected automation, change the business
rules definitions as described in the affected rules. For
example, in a Notifications action for an automation,
you might make the following changes:

Before: Notify by > User email - Ticket >
(requester)

After: Notify by > User email - Ticket >
(requester and CCs)


Review the email body text to make sure it still makes sense for
the types of users who will receive the message.
Click Save.




Manually update macros

Update your macros.

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros.
For each macro, make sure the action is appropriate for the
current macro.
Click Save.




Manually update email templates

When you enable followers, the CCs email template is replaced by a
Follower email template. Check this template to make
sure the placeholders work as expected. To update the template:

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click CCs and followers on tickets to expand it.
Select Allow followers.
Customize your follower email template.
Click Save.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408845914138-Manually-updating-business-rules-for-CCs-and-followers",
"url": "https://support.zendesk.com/hc/en-us/articles/4408845914138-Manually-updating-business-rules-for-CCs-and-followers",
"headline": "Manually updating business rules for CCs and followers",
"description": "You can manually update your business rules, including triggers, automations, macros, and email templates, to align with the new CCs and followers experience before the automatic migration deadline.",
"articleSection": "Ticket collaboration",
"datePublished": "2021-10-16T05:16:47+00:00",
"dateModified": "2026-03-30T21:47:22.788506+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408845914138-Manually-updating-business-rules-for-CCs-and-followers"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}