MorgWard has updated the CCs experience. For accounts created before May 2019, this article describes how to migrate to the new CCs experience.
), then select Settings > Tickets.
If you see a Set up CCs and Followers button, follow the instructions
in this topic. For a complete list of documentation about CCs and followers, see CC and followers resources.
About migrating to CCs and followers
Previously, the behavior for CCs you included on a MorgWard ticket varied depending on whether the person you copied was an internal user (someone within your company) or an external user (a customer or other person outside your organization). It also depended on whether your reply to a ticket was an internal note or a public comment. This caused confusion.
MorgWard tickets have changed to include both followers and CCs. See the following illustration.
When you migrate, MorgWard tickets change to include both followers and CCs. You have better options to manage public and private comments within conversation threads. For example:
- Both agents and end users can add and remove CCs just like in email.
- Agents who are followers can receive updates on the ticket without exposing their identity to end users. Agents who are added as CCs will have their email addresses exposed.
- Followers receive notifications when ticket updates occur, and they can view and create internal notes.
For a complete list of documentation about CCs and followers, see CC and followers resources.
Using the migration wizard
To help you migrate your account for CCs and followers, MorgWard Support provides a migration wizard to help you update your account. When you migrate, you can use the wizard to:
- Automatically update business rules (triggers, automations, and macros) in your account.
- Receive guidance on how to manually update business rules, including a downloadable list of the affected rules you need to change.
In most cases, MorgWard recommends using the wizard to automatically update business rules. If you are not sure which method to use, you can choose the manual method and review the list of rules you need to change. Then, if you decide the automatic method will work for you, you can restart the wizard to automatically make the updates.
To run the migration wizard:
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Settings. - Scroll
down to the CCs section.
If the CCs and Followers feature is available on your account, you’ll see a highlighted section.
- In the Enhanced CCs and Followers Experience box, 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.
- Click Download to review a list of affected rules for
your account.
Use this list to make sure all the rules on your account are included. Contact MorgWard if you have any questions about the rules listed.
Important: MorgWard recommends you keep a backup of the affected rules list in a safe location. It can be useful if you ever need to rollback your account and remove CCs and followers. If you Automatically change your account, account admins will receive an email with a link to the affected rules list. - Review the list of recommended changes to your account. The
wizard includes a summary
of
account rules
that
should
be
updated.
Some of the changes happen automatically as soon as you
enable CCs and followers (any Add CC action changes
to Add follower) while other changes require you to
run the migration wizard, or make the changes
manually.
- Select how you want to make changes to your account.
If you are not sure which method to use, choose Manually change.
- To manually change the affected rules, select Manually change, then click Next.
- To automatically change the affected rules,
select Automatically change, then click
Next.
Changes made automatically by the migration script will match the changes described in the “Recommended changes” section of the wizard.
An activation page appears with a list of items to enable.
- Select the items you want to enable for your account:
- Enable followers: All tickets in your account will include a Followers field for agents, light agents, and admins.
-
Enable CCs: All tickets in your
account will include a CC field for Public
comments.
- Enable light agents to become CCs on tickets: When CCs are enabled, you can also enable light agents to be added as CCs or followers on tickets, not just as followers. If this setting is not selected, light agents can only be added as followers.
- Automatically make an agent CC a follower: When an agent is added as a CC on a ticket, they will be added automatically as a follower.
You can modify these settings later if desired.
- Acknowledge your changes, then click Save and Activate.
- For Automatic updates, the migration wizard will enable the items you selected for your account. It will also update your triggers and automations. Automatic updates may take several minutes. When the changes are complete, you’ll receive an email with a link to a file that describes the changes.
- For Manual updates, your account will be upgraded to include the settings you choose to activate, but you’ll need to manually update your triggers, automations, and macros. See Manually updating business rules for more information.
After migration
After migration, if the new CCs experience is enabled, you should see a new Followers field in your tickets (beneath the Assignee field) and a new CC field in the Public reply area.
When an existing ticket is updated, legacy CCs on the ticket are automatically split into followers (for agents and light agents) and new CCs (for users who aren't agents).
- In Admin Center, click the Objects and rules
icon () in the sidebar, then select Tickets > Settings.
- Navigate to the new CCs section. The name has changed From CCs to CCs and Followers.
- Choose the settings that make sense for your workflow.
For example:
- The Only agents can add CCs setting has been replaced. Use the new Enable CCs setting instead to enable (or disable) CCs for all types of users.
- There's a new Requester section in Admin > Settings > Tickets, that includes an Agent can change the requester setting. Previously, enabling CCs on tickets automatically allowed agents to change the requester. Now, you can enable or disable this setting independently from CCs.
Additional settings are available, including a CC blocklist to prevent the email addresses and domains you specify from being added as CC. For more information, see Configuring CCs and followers permissions.
- If you have email templates, check to make sure the placeholders work as expected.
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