Manually updating business rules for CCs and followers

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p" dir="ltr">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.</p>
<p class="p">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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418" target="_blank">Migrating to CCs and
followers.</a>
</p>
<div class="p" dir="ltr">This article contains the following sections:<ul class="ul" id="topic-1__ul_nyz_3kx_nnb">
<li class="li"><a class="xref" href="#topic_otd_jyn_gfb">Download the
affected rules</a></li>
<li class="li"><a class="xref" href="#topic_hj1_wb4_gfb">Review affected
rules</a></li>
<li class="li"><a class="xref" href="#topic_dw3_214_gfb">Manullay update
triggers</a></li>
<li class="li"><a class="xref" href="#topic_t2z_zhx_nnb">Create a trigger
that allows agents to receive "request received"
email notifications</a></li>
<li class="li"><a class="xref" href="#topic_hz1_m14_gfb">Manually update
automations</a></li>
<li class="li"><a class="xref" href="#topic_qnj_5s4_gfb">Manually update
macros</a></li>
<li class="li"><a class="xref" href="#topic_cjl_414_gfb">Manually update
email templates</a></li>
</ul>
</div>
<p class="p">For a complete list of documentation about CCs and followers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836035866" target="_blank">CCs and followers
resources</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_otd_jyn_gfb">
<h2 class="title topictitle2" id="ariaid-title2">Download the affected rules</h2>
<div class="body">
<p class="p" dir="ltr">If you haven’t done so already, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839371418--Draft-Migrating-to-CCs-and-followers#topic_vjd_lws_y2b" target="_blank">migration wizard</a> to
download a list of affected rules for your account.</p>
<div class="p" dir="ltr">
<strong class="ph b">To download the affected rules:</strong><ol class="ol" id="topic_otd_jyn_gfb__ol_ptd_jyn_gfb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_otd_jyn_gfb__d9e1488" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">CCs and followers on tickets</strong> to
expand it.</li>
<li class="li">Click <strong class="ph b">Set up CCs and Followers</strong>. </li>
<li class="li">On the <strong class="ph b">Effects on business rules</strong> page,
<strong class="ph b">Download</strong> a list of your account’s affected
rules.<p class="p"><img class="image" id="topic_otd_jyn_gfb__image_w5r_j4z_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_download2.png" width="600"></p>
<p class="p">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.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hj1_wb4_gfb">
<h2 class="title topictitle2" id="ariaid-title3">Review affected rules</h2>
<div class="body">
<p class="p">The zip file you downloaded (<strong class="ph b">affected_rules_list.zip</strong>) contains
these documents:</p>
<ul class="ul" id="topic_hj1_wb4_gfb__ul_bzl_hm4_gfb">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">affected_rules_list.txt</strong>: Contains the
names of each trigger or automation you need to
change and the URL where the trigger or automation
is located. For example:</p>
<div class="p">
<pre class="pre codeblock"><code>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</code></pre>
</div>
</li>
</ul>
<ul class="ul" id="topic_hj1_wb4_gfb__ul_czl_hm4_gfb">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Instructions_txt</strong>: Contains a list of the
rules that need to be changed. For example:</p>
<div class="p">
<pre class="pre codeblock"><code>* 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.</code></pre>
</div>
</li>
</ul>
<p class="p">With this download, you can match up the instructions with the rule that
is affected. For example: </p>
<ul class="ul" id="topic_hj1_wb4_gfb__ul_dzl_hm4_gfb">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Open <strong class="ph b">Admin &gt; Triggers &gt; Notify
requester of received request
</strong>(https://my.zendesk.com/agent/admin/triggers/8807896)
and remove this condition:</p>
<p class="p"><img class="image" id="topic_hj1_wb4_gfb__image_uzs_3hh_sfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_conditions2.png" width="600"></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Open Admin &gt; Automations &gt; Pending notification
24 hours
</strong>(https://my.zendesk.com/agent/admin/automations/8807705)
and change this action from <strong class="ph b">(requester)</strong> to
<strong class="ph b">(requester and CC)</strong>:</p>
<p class="p"><img class="image" id="topic_hj1_wb4_gfb__image_qcl_cp4_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_actions.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dw3_214_gfb">
<h2 class="title topictitle2" id="ariaid-title4">Manually update triggers</h2>
<div class="body">
<div class="p">Update your triggers as described in the affected rules list.<ol class="ol" id="topic_dw3_214_gfb__ol_ew3_214_gfb">
<li class="li">In the sidebar, click the <strong class="ph b">Admin</strong> icon (<img class="image" height="11" id="topic_dw3_214_gfb__image_u4g_4yg_3jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_icon.png" width="11">), then select
<strong class="ph b">Business Rules &gt; Triggers</strong>.<p class="p"><img class="image" id="topic_dw3_214_gfb__image_gw3_214_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_triggers.png" width="600"></p>
</li>
<li class="li">For each affected trigger, change the trigger conditions
and actions as described in the affected rules. For
example, in <strong class="ph b">Actions</strong> for a trigger, make the
following changes:<ul class="ul" id="topic_dw3_214_gfb__ul_hw3_214_gfb">
<li class="li">
<strong class="ph b">Before</strong>: Email user: (requester)</li>
<li class="li">
<strong class="ph b">After:</strong> Email user: (requester and
CC)</li>
</ul>
</li>
<li class="li">Review the <strong class="ph b">Email body</strong> text to make sure it still
makes sense for the types of users who will receive
the message.</li>
<li class="li">Save your changes.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_t2z_zhx_nnb">
<h2 class="title topictitle2" id="ariaid-title5">Create a trigger that allows agents to receive “request received” email notifications</h2>
<div class="body">
<p class="p">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. </p>
<div class="p" dir="ltr">
<strong class="ph b">To create a trigger that allows agents to receive “request
received” email notifications</strong><ol class="ol" id="topic_t2z_zhx_nnb__ol_qv4_13x_nnb">
<li class="li" dir="ltr">Create a new trigger, or update an existing
trigger, and title it as <strong class="ph b">Notify agent of internal
note request received</strong>.<p class="p"><img class="image" id="topic_t2z_zhx_nnb__image_mld_pmx_nnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/notify_agent_internal_note_received.png" width="300"></p>
</li>
<li class="li" dir="ltr">Under <strong class="ph b">When ALL of these conditions are
met</strong>, add these actions:<ul class="ul" id="topic_t2z_zhx_nnb__ul_rv4_13x_nnb">
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Ticket | Is | Created</strong>: An end user or
agent submits a request, which has created a new
ticket.</p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Status | Is not | Solved</strong>: When created,
the new ticket has one of the following statuses
applied to it: New, Open, Pending, or On-hold.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Comment | Is | Private</strong>: Use
this condition because comments about “request
received” are private comments (internal
notes)</p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Current user | Is | (agent)</strong>: The user
that last updated the ticket is anyone who is a
registered user, but not an agent or an
administrator.</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Add this action:<ul class="ul" id="topic_t2z_zhx_nnb__ul_tv4_13x_nnb">
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Email user | (requester)</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618" target="_blank">submit a ticket
request on behalf of another user</a>, in which
case that user is listed as the requester.</p>
</li>
</ul>
</li>
<li class="li" dir="ltr">Save your changes.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_hz1_m14_gfb">
<h2 class="title topictitle2" id="ariaid-title6">Manually update automations</h2>
<div class="body">
<p class="p">Update your automations as described in the affected rules list.</p>
<ol class="ol" id="topic_hz1_m14_gfb__ol_iz1_m14_gfb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_hz1_m14_gfb__d9e1057" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span><p class="p"><img class="image" id="topic_hz1_m14_gfb__image_kz1_m14_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onborading_automations.png" width="600"></p>
</li>
<li class="li" dir="ltr">For each affected automation, change the business
rules definitions as described in the affected rules. For
example, in a <strong class="ph b">Notifications</strong> action for an automation,
you might make the following changes:<ul class="ul" id="topic_hz1_m14_gfb__ul_lz1_m14_gfb">
<li class="li">
<strong class="ph b">Before</strong>: Email user: (requester)</li>
<li class="li">
<strong class="ph b">After:</strong> Email user: (requester and
CC)</li>
</ul>
</li>
<li class="li">Review the <strong class="ph b">Email body</strong> text to make sure it still makes
sense for the types of users who will receive the
message.</li>
<li class="li">Save your changes.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_qnj_5s4_gfb">
<h2 class="title topictitle2" id="ariaid-title7">Manually update macros</h2>
<div class="body">
<p class="p" dir="ltr">Update your macros.</p>
<ol class="ol" id="topic_qnj_5s4_gfb__ol_rnj_5s4_gfb">
<li class="li" dir="ltr">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qnj_5s4_gfb__d9e1057" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros</strong>.</span><p class="p"><img class="image" id="topic_qnj_5s4_gfb__image_tnj_5s4_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_onboarding_macros.png" width="600"></p>
</li>
<li class="li">For each macro, make sure the action is appropriate for the
current macro.</li>
<li class="li">Save your changes.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_cjl_414_gfb">
<h2 class="title topictitle2" id="ariaid-title8">Manually update email templates</h2>
<div class="body">
<p class="p">When you enable followers, the <strong class="ph b">CCs</strong> email template is replaced by a
<strong class="ph b">Follower</strong> email template. Check this template to make
sure the placeholders work as expected. To update the template:</p>
<ol class="ol" id="topic_cjl_414_gfb__ol_djl_414_gfb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cjl_414_gfb__d9e1488" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">CCs and followers on tickets</strong> to expand it.</li>
<li class="li">Click <strong class="ph b">Allow followers</strong>.</li>
<li class="li" dir="ltr">Customize your follower email template.</li>
</ol>
</div>
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