Manually updating business rules for CCs and followers

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

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
Manullay 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.
On the Effects on business rules page,
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
includes 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. For example:

Notify requester of received request,https://my.zendesk.com/agent/admin/triggers/8807896
Pending notification 24 hours,https://my.zendesk.com/agent/admin/automations/8807705
Pending notification 5 days,https://my.zendesk.com/agent/admin/automations/8807706





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

* Change Email user - (requester) to Email user - (requester and CCs).
* * When you make this change, also remove the Requester - is not - (current user) condition if it exists.
Important: Now that CCs and followers is activated, any "Add CC" action has changed to "Add follower" to prevent exposing agent email addresses.



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


Open Admin > Triggers > Notify
requester of received request
(https://my.zendesk.com/agent/admin/triggers/8807896)
and remove this condition:



Open Admin > Automations > Pending notification
24 hours
(https://my.zendesk.com/agent/admin/automations/8807705)
and change this action from (requester) to
(requester and CC):






Manually update triggers

Update your triggers as described in the affected rules list.
In the sidebar, click the Admin icon ( ), 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: Email user: (requester)

After: Email user: (requester and
CC)


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


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


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:

Email user | (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.



Save your changes.





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: Email user: (requester)

After: Email user: (requester and
CC)


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.




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.
Save your changes.




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.
Click Allow followers.
Customize your follower email template.