Forums/Documentation/Agent Guide

Copying someone else (CC) on a ticket

Anton de Young
posted this on April 06, 2012 13:56

If your Zendesk is configured to allow it, you can copy (CC) people on tickets. You might do this if you want someone else to be aware of the ticket or provide some feedback about it. You can only add users as a CC on a ticket if they have an account in your Zendesk.

You can CC both agents and end-users. CC recipients are notified when a ticket update contains a comment. Agents are notified whenever new public and private comments are added to the ticket. End-users are only notified about (and can only see) public comments that have been added.

A CC recipient is not copied if any of the following conditions applies:

  • the CC recipient added the comment
  • the ticket is updated without a comment
  • the CC recipient will get a trigger notification too
  • the CC recipient is listed on the "To" line of the email that generated the comment (or in the case of a new ticket, the email that created the ticket)
You can add up to 24 end-users as CCs on a ticket. Additionally, you can add an unlimited number of agents.

Note: It is not possible to add a blind CC (BCC). Also, you cannot CC the ticket requester.

To add a CC to a ticket

  1. Select a ticket from one of your views.
    The CCs field is displayed in the ticket properties panel.
    Zendesk Classic: Click Edit/Share next to the ticket requester's name to display the CC field.
  2. Begin entering a user's name and the relevant results are displayed.

    You can quickly add yourself as a CC by clicking cc me above the CCs field.

    Note: This option is only available in the new version of Zendesk, not Zendesk Classic.
  3. If you want to CC a user that doesn't have an account in your Zendesk, enter the person's email address in the CC field and press the spacebar. An end-user is created with the information in the email address. For example, entering dave@un-scripted.com creates a user named "dave" with the email address dave@un-scripted.com. You don't need to enter any other information about them yet.

    You can also add them as new users first. Hover over the +add tab in the top toolbar, then select User and follow the steps described in Adding and managing end-users. Unless the admin has changed the default setting, new users receive the welcome email and need to verify their account before they can view the ticket.

  4. Select the user. The changes you make to ticket properties are saved immediately.

To remove a CC from a ticket

  • Click the delete button (X) in the person's name box in the CC list.
 

Comments

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Caitlin Davies
verbasoftware

Do CC's receive emails when a comment is made on a ticket that's viewable by the requester and the CC's? Or is that comment just "public" and they would have to actually access Zendesk to see the updated information? 

May 31, 2012 09:45
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Gschulke
hoponpops

in below article, it states 8 can be CC'd...which is correct?  And where is BCC?

https://support.zendesk.com/entries/21209336-copying-other-people-o...

January 09, 2013 13:56
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Joy Carletti
Zendesk

@Gschulke, thanks for pointing that out. We made a change last year to move from 8 to 24 CC's, so 24 is correct.  I'll update the other article to reflect that. Unfortunately, we do not have a BCC functionality.

@Caitlin, Sorry for the delay in getting back to you! CC's receive an email on any ticket that has a public comment; they don't need to log into the web portal to receive the update.  

January 09, 2013 14:28
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Patrick El-Azem
cadlearning

I am trying to create a trigger but the only entries I see in the cc dropdown are our agents. We have a number of end users in our Zendesk. Why aren't they showing up in the dropdown?

January 23, 2013 06:00
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Justin Seymour
Zendesk

Hey Patrick: 

End-users aren't available in the CC drop-down menu. It is not uncommon for a helpdesk to have thousands of end-users, and I don't think anyone wants a drop-down menu a mile long! You can CC end-users from the ticket, or by creating an external email target from Settings > Extensions. You can configure the trigger to send an email notification to the target when your conditions are met. 

January 23, 2013 06:06
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Patrick El-Azem
cadlearning

Justin, please see the original article above: "You can CC both agents and end-users"

January 23, 2013 06:08
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Patrick El-Azem
cadlearning

So I will try it your way, but maybe the trigger could let me type in an e-mail address manually - that would be very much more convenient. Thanks.

January 23, 2013 06:08
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Justin Seymour
Zendesk

You can CC both agents and end-users from the ticket form as the article states. You cannot CC end-users using the CC condition in a trigger. 

January 23, 2013 06:10
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Patrick El-Azem
cadlearning

OK, Justin. But my point is, in a *trigger* the whole point is to avoid per-ticket actions. We are just trying to "always add this person to cc if the new ticket meets condition xyz" so we don't have to remember it on every... single... ticket.

I am not seeing "Add Target", i.e. any way to add a new target. Looking in the documentation I don't see whether it's only restricted to specific Zendesk subscriptions, and our Account tab (we have "Regular") doesn't list targets or extensions as something we're missing.

Can you help me understand how to add targets, or why I might be restricted from them? I am an admin.

January 23, 2013 06:14
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Justin Seymour
Zendesk

Hey Patrick: 

Other than using the external target in a trigger, we don't have a way to add end-users as CCs in a trigger. I totally understand where you're coming from here. I'd be helpful if the field was dynamic, much like the ticket CC field allowing you to populate a specific email address, but it isn't supported at this time. 

To setup an email target: 

Settings → Extensions → Targets tab
Create an email target → Give it a title → Add the user address  

To use the target in a trigger:

Under the Perform these actions section, use the Notify target condition and select the target you've created. You can add custom text or placeholders in the text box. This will allow you to send an email to this user whenever your trigger conditions are met. 

January 23, 2013 06:25
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Patrick El-Azem
cadlearning

OK, thanks, found it. Doesn't sound like this has the same functionality as a cc (i.e. get e-mail whenever anyone updates the ticket) which is what my account reps are asking for, so to get that I guess we'll need to make them agents, right?

Appreciate your quick responses!

January 23, 2013 06:30
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Justin Seymour
Zendesk

It'd be easier to just create targets for those people and add them to the appropriate trigger. Whenever the ticket is updated, they receive an email notification with the newest comment. The principle is the same as CCing somebody. 

January 23, 2013 06:34
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Malcolm McDonald

Justin -- this almost got me to where I need to be.  I've created an external target email; it fires off nicely; but does not contain the reply-to address necessary to have my external target be able to reply and add to the comment thread.  Is there another way?  Thanks!

February 10, 2013 22:26
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Justin Seymour
Zendesk

I should have clarified in my earlier comment that email targets are one way. The user can reply to the message, but because the target notificatoin is not associated with a specific ticket, and there is no unique reply address, Zendesk sees that response and creates a new ticket. Not helpful, I know! Targets are great for sending those static notifications if you're not looking for a reply. 

February 12, 2013 05:02
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Patrick El-Azem
cadlearning

Justin, thanks for your last comment. This is exactly why targets were not suitable for my use case (see comments above from 1/23) of ccing someone at my company who is not an agent, via a trigger - because that would not let the cced person easily add to the ticket, instead their e-mail replies would create a new ticket.

I still think it would be excellent if triggers could be easily set up to cc end users at my company (the company whose Zendesk instance we're in) without those end users needing to be agents. Thanks.

February 12, 2013 05:41
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Rob Bartlett
wtfast

We are CCing e-mails to our payment provider and we need to include the ticket ID in the e-mail subject to help with sorting.  The problem is that there is no e-mail template for CC e-mails.  How do we add the ticket ID to the subject for CCs?

February 21, 2013 14:14
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Rob Bartlett
wtfast

An alternative that should also work, would be auto-inserting the ticket ID into the subject when the ticket/e-mail is received.

February 21, 2013 14:16
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Jennifer Rowe
Zendesk

Hi Rob,

See if this community tip helps you: How to email users with the ticket number in the subject line.

February 21, 2013 14:39
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Rob Bartlett
wtfast

There is already a trigger for this though (e-mail CC).  The main problem is that there is no template to edit for the CC e-mail.  We have ticket numbers being inserted otherwise, but see no place to insert the ticket into the subject for CC e-mails.

February 21, 2013 14:45
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Jennifer Rowe
Zendesk

Ah, gotcha. I don't know how to do that. Maybe Justin (who moderates this forum) will know more...

February 21, 2013 14:51
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Justin Seymour
Zendesk

Hey Rob: 

The CC subject line is currently not editable in any way. There's a feature request here: https://support.zendesk.com/entries/162078-allow-to-change-cc-email...

You can modify the email your users receive when they're a CC from Settings → Tickets. The text field will support placeholders. 

February 22, 2013 04:54
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Todd Zabel
Hearsay Social

It would be great to be able to remove a Cc from a ticket via trigger....

February 26, 2013 13:35
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Jennifer Rowe
Zendesk

Yea, good idea, Todd. Maybe you can add that to the feature request Justin mentioned above, or it might be a separate request. Either way, I'll pass the feedback on too.

February 26, 2013 13:47
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James Schilling
ommlaw

If someone emails a support request and CC's someone on that email, will/can they be added to the CC field in the ticket created?

March 06, 2013 03:27
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Anton de Young
Zendesk

James, 

Yes they are added as a CC to the ticket. 

March 06, 2013 05:50
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Sebastian Nash
pebbleit

Are CCs emailed as well when a trigger emails the Requester?

e.g. Notify requester of solved request performs Email user (requester). Do CCs also receive a copy?

March 22, 2013 02:10
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Brandon K.
Zendesk

Hey Sebastian,

The CC function is set to email the CC'd users in the same way that your default triggers would. The triggers do not actually cause the message to be sent though, so if you disable all of your default triggers, the notifications to your CC'd users would still go out.

March 22, 2013 12:03
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Joe Jenkins
funparksgroup

We use the CC function quite a bit -- typically when junior techs are looping in top tier people to get extra help or something like that but there are other times we use it as well.

Another use we have is looping in management of the organization we are dealing with.  There is no way to do this automatically in automation or ticket triggers.  We can auto CC other agents but not other users?  We have some companies that require us to CC their management team on all tickets related to an organization and having to do this manually leaves room for error.  That's not good for anyone.

Any chance of an automation like:

Ticket is Created

Organization is [Orgs]

Perform these actions:

Group: [groups]

Assignee: [Assignees]

Add CC:  manageremailaddress@companyname.com

Status: [Open]

I think you get the point.  Having the ability to fill in that address and set up a trigger for each company would be extremely useful since most company's business logic requires this sort of thing already for accountability of both the helpdesk and the employees submitting the tickets.

Any thoughts on this?

March 28, 2013 14:15
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Brandon K.
Zendesk

Hey Jjenkins,

I think you might want to take a look at email targets. If you go to Settings > Extensions > Targets you can add a target at the top right and choose Email Target from the list. This will allow you to notify an email address that does not belong to an internal agent using a Trigger. Although it wouldn't be through the exact CC feature, I believe this would be closer to what you want. You would have to create a Target for each email address you want to communicate with, and you would need to create a trigger for each situation you would want to send out an email to these targets.

Let me know if you have any follow up questions about setting this up!

March 28, 2013 16:40
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Kennon
pond5

Is there any way to set up a view for CC's? I get CC'd on tickets from my agents regularly, but they go straight to my email, I'd prefer to be able to view them through the ZD interface.

April 01, 2013 08:08
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Darin McKinnis
ceisoftware

I was looking for the exact same thing as Kennon and for the exact same reason.  My agents like to rope me in.   I'd not only like to be able to create view based on me being included in the cc list,  I'd also like to be able to send a command, like #cc false to take me off a cc list.  Everyone has at one time or another gotten on an email list and then said "whoa, how do I get off this thing?".  It wouldn't stop an agent from throwing you back on the next round but at least you could fight back a little.

April 02, 2013 07:29
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Dave Dyson
Zendesk

Hi Kennon and Darin -

If you go to your user profile, which by default shows you tickets assigned to you, there's a "ccs" option that shows you a view of tickets you're CC'd on, grouped by Status and sorted by the date they were created. Hope that helps!

April 06, 2013 11:51
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Kennon
pond5

that is helpful, but is there any way to just add a view of CC's?  I've been able to train my agents to add a tag instead of cc so I can use it in views, but especially for helpdesks that do regular escalation this would be extremely helpful.

April 07, 2013 15:08
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Darin McKinnis
ceisoftware

Its ok to view them this way, but clearly not ideal, since both Kennon and I were looking at the standard reports and not finding this.  

Thanks for pointing it out.

April 08, 2013 05:51
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Tom Jeffery
renesasit

It looks like you can't add a CC to a ticket when you create it in the web form. You have to go back in and add it to the created ticket. True?

April 10, 2013 13:31
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Dave Dyson
Zendesk

Kennon & Dan - There isn't a way to create a view of one's own CC'd tickets. However, the list of CC'd tickets in your User profile has a URL associates with it, so you could perhaps bookmark that to your Browser's Bookmark Bar, as a way to gain quicker access to it. 

Tom - For end-users, that's true, but if they create a ticket sending an email to your Zendesk, then anyone else included in the "To:" or "CC": lines of that email will be added as CC's to the ticket (assuming there aren't more than the limits listed in the above article). Hope that helps!

April 15, 2013 00:12
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Matthew Mah
sevone

Is there a way to customize the subject line of the email that someone who is CC'd receives? We include the ticket id in our other notifications sent out via triggers.  Our customers have requested the same format when being CC'd.

July 17, 2013 07:00
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Jon

If an end user creates a ticket via email and CCs other end users on said email, (all of whom have accounts in ZD) will they receive public comments from the ticket?  I have tested this with one of my clients and it does not appear to be working.

July 25, 2013 14:46
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Brandon K.
Zendesk

@Matthew: There is no way in Zendesk to alter the subject line of CC notifications. You can edit the body of the CC emails that are sent out by going to Admin > Settings > Tickets, but the subject line and sending conditions for CCs are handled internally. Very sorry that I don't have a workaround for this.

@Jon: Zendesk will detect CC'd email addresses on incoming emails and add them as a CC to the ticket (if you have the feature enabled that is). CC'd users will then receive email notifications for ticket comments that they have permission to view. So if the CC is an end user, they will see all public comments that they themselves did not submit, and if the CC is an agent, they will receive notifications for both public and private comments. If this isn't working, make sure that you have the option 'Enable CCs on tickets' checked and 'Only agents can add CCs' unchecked. You can find both of these settings under Admin > Settings > Tickets.

July 26, 2013 10:33
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Patti Cardona
pwplanshealthstore

I just tested this functionality (CC) as it is now a requirement for our staff to cc a specif email address when a certain type of inquiry comes in.  I received an email asking me to create an account and when I did - I was able to view all tickets in my zendesk account.  How do we restrict the view to only their specific inquiries and is there a way to let them view the tickets without making them create an account?

August 13, 2013 06:24
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Dr. J
Zendesk

@Patti - Per #3 above, When a new address is used, an end-user account is created for that address.

As such, they received a Welcome email. You were probably able to still view all of your tickets, as you might not have actively logged out of your Zendesk.

If you’d like to absolutely sure they cannot see tickets, try using anincognito tab in Chrome to login with that email address, then you’ll know for certain which tickets that account has access to.

August 15, 2013 15:07
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Adam O'Brien
maintenanceconnection

Is there any way to turn off the auto-creation of a new Requester when someone that is not currently in our Requester list is CCd on a ticket?

We have a specific format that we have our requesters in (Last Name, First Name) and it is getting tougher as we have more customers emailing to keep up with the edits of the new Requesters...

August 16, 2013 07:16
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Dr. J
Zendesk

@Adam - Good question! Unfortunately not, as then you wouldn’t be able to track tickets that user was CC’d on.

What you can do though, is to have your team hover the mouse over the plus sign,then select User and enter in the name as you see fit before you CC them on the ticket.

August 16, 2013 08:38
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Johannes Sidarta
revolutionitsupport

Hi,

Is there a way when CC'ed user responded/replied to a ticket through email, everyone in the CC list (including requester) receive the email notification? (at the moment, only agents receive the email notification)

August 19, 2013 22:11
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Laura D.
Zendesk

Hi Johannes, 

Unless the person replying to a CC notification is a light agent, replying to a CC notification should send that reply out to everyone on the ticket: requester, agents, other CCs. If the person replying to a ticket is an end-user and their message is not going to everyone that sounds like a bug. If you want to post a ticket number this happened on I can double check for you (I can already find your account :) 

August 20, 2013 16:13
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Gary Skinner
netcel

Hi, This is a related query, but more about the web portal than email: I'm looking for a way for our customers to add a CC when submitting a ticket on the web portal. I can't see a way of doing this?

We find we get a much better quality of ticket if it is logged via the web portal using forms and mandatory fields, but the only way end users can copy in colleagues to see updates to the ticket is via reporting the ticket by email currently. 

September 13, 2013 07:51
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Laura D.
Zendesk

Hi Gary, 

There isn't a built in way to do this - from what I've heard there were concerns about people being able to CC people who do not want to be CC'd, I'm not sure what the current thinking is though. 

What I've seen some companies do is provide a custom text field labeled "CCs" so that customers can fill in addresses. Agents do have to manually add them to the ticket but at least the information is gathered up front. 

You might considering adding your voice to this existing feature request: https://support.zendesk.com/entries/10421-add-possibility-to-set-cc...

September 13, 2013 11:42
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Manish Varma

Can I have a default email ID always placed on CC box.

Or any workaround to achieve this. I need to have our management's group ID always in cc for all ticket related communication.

September 15, 2013 01:21
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Bianca Llamas
Zendesk

@Manish, I see that you created a ticket and we answered your question there.

October 08, 2013 13:47
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Manish Varma

Hi Bianca, yes this was answered. And for now facility to have a default entry in cc is not available.

I can use 'email target' option - but I identified that this wont suit my needs. Reason, out of 50 tickets in randomly in 45 I would wish to keep a particular email ID in (cc).

October 08, 2013 23:05
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Felix Mall
prospective

Is there a way to prevent email-CCs from being automatically added to the CC field in the ticket - If someone emails a support request and CC's someone on that email?

October 17, 2013 07:41
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Trisha Patel
Zendesk

Hi Felix, How about blacklisting the CC? You can do this by selecting Settings > End users 

October 18, 2013 08:19
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Jim Stratton
plumchoice

Adam O'Brien wrote:

> Is there any way to turn off the auto-creation of a new Requester > when someone that is not currently in our Requester list is CCd > on a ticket?

Dr. J answered:

> @Adam - Good question! Unfortunately not, as then you wouldn’t > be able to track tickets that user was CC’d on. > > What you can do though, is to have your team hover the mouse > over the plus sign,then select User and enter in the name > as you see fit before you CC them on the ticket.

I have the same request as Adam.  Dr. J's workaround is not applicable - I don't want the newly-created users to exist at all; e.g., I don't want to "be able to track tickets that user was CC'd on."

I have users who add one of our internal distribution lists as a CC.  We don't want those lists added as users and we don't want requesters to be able to add them on a CC.

How do I prevent that from happening?

November 05, 2013 08:26
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Dr. J
Zendesk

Hey there Jim, Sorry that's not an acceptable workaround for you sir -- unfortunately to ensure emails are routed properly to the right user, and so that a majority of our customers can track communication, users will always be automatically created. 

 

Zendesk is designed as a point-to-point communication system: You -> Customer, CC: Jim, Mary, Bob, & Eddie.

 

Email distribution lists are unfortunately not supported, and are problematic, as it opens up a hornets nest of problems with replies getting suspended, new tickets getting created, and other issues.


My best suggestion based on what you've said, is two things:

 

  1. Behavior: Respectfully ask your team to not CC: the distribution list.
  2. You can add that email address to your CC: Blacklist, or simply turn off CC: functionality.   - Once you've done this, you can delete the user profile for that distribution list, or better, suspend it - then future tickets cannot be accepted or routed with the email address.

I think that based on what you've said, the behavior, and the CC: Blacklist are your best bet.

November 07, 2013 08:36
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Danica Hernandez Keefe
betterworldbooks

Is cc'ing someone on the ticket the same as forwarding the ticket to them?  I was trying to find articles on how to forward a zendesk ticket to a outside e-mail address but was not successful. Could you point me in the right direction to look?  Thank you!

November 15, 2013 04:47
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Emily
Zendesk

Hi Danica, 

There is no way to forward a Zendesk ticket via the Zendesk interface. A cc is a close second option if you want the end-user to be able to make comments on the ticket and you don't want to change the requester. If you just want to notify someone of a particular update to a ticket without giving them access to the ticket itself, this can be accomplished with a target notification

November 15, 2013 12:40
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Robin
normangroup

When I CC someone and they go to the URL they see a 404 error, but the ticket does show up under 'tickets you are CC'd in'  ... . .I just cant solve this issue? Any help appreciated.  Ive been waiting for zendesk to answer for 2 days.

December 19, 2013 06:01
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Jenny Feith
Zendesk

Hey Robin,

Thank you for bringing this to our attention. This is already a known issue escalated to our Development team. I can see that you already logged a ticket with us and one of my colleagues already got in touch with you.  Thank you for your patience while we are investigating the issue - we are hoping to get this issue resolved as soon as possible.

December 20, 2013 04:18
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Kam Ying Li

Hi, 

I'm experiencing an issue with the cc field when I select the option to "cc me".  

I'm wondering if it's because the system thinks that I am the requestor because the display name of the end user matches my agent display name?  For some background, I created a test ticket in the system using another gmail account and when I choose the option "cc me" I am not getting an email.  The cc field works otherwise.  

I would be concerned if this is happening because the display names are the same, as it could be possible to have an agent and requestor with the same name.  If this is an issue with my configuration, I would appreciate any help you can provide on this.  Thanks! 

January 07, 2014 12:58
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Emily
Zendesk

Hi Kam, 

That's a mystery! Even if you are the assignee, you can click 'cc me' to cc your same agent email address on a ticket. The system should not be confusing two profiles with similar display names if the email addresses are different. 

As it might help solve the mystery if we walk through a sample ticket together, I've created a support ticket on your behalf. I'll see you in that ticket shortly!

January 07, 2014 15:08
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George Fassas
domesofelounda

Hi Emily,

Same issue here. Did you resolve it with Kam? The cc field works fine when I copy other email addresses but won't work when I copy myself.

Please advise.

Thanks,George

January 09, 2014 02:17
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Kam Ying Li

Hi George, 

Emily opened a ticket for me to troubleshoot this issue.  No word yet from ZenDesk...

January 09, 2014 06:16
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George Fassas
domesofelounda

Hi Kam, thank you very much for letting me know. It's a shame the problem hasn't been resolved yet. Please share if you find a solution with the ZenDesk Support Team.

January 09, 2014 06:18
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Laura D.
Zendesk

Hi everyone, 

I'll let Emily get back to you in the ticket Kam but I think I can see what's happening. There are a few things that help explain this:

First, generally Zendesk doesn't send multiple emails about the same thing to the same user regardless of how many times their address is connected to a ticket. For example, if you are an end-user and you have two emails in your profile, if you request a ticket with one email and CC your other address, Zendesk will not send you two emails - it can see that you are the same user and it will only send an email to the address you requested the ticket with (provided you have triggers to update end-users). If you had two separate profiles each with only one address, then you could CC the second address and each address would get an email. This is roughly true for agents too, though with triggers you could override this. 

Next, with the default triggers in place Zendesk does not send email notifications to agents when they take action on a ticket - we figure most agents won't want a notification about something they did themselves. You can override this with customized triggers but this is the default.

Specifically in your case Kam, Zendesk saw that you were CC'd on the ticket and it doesn't send CC notifications when the CC user is the one making the update, this behavior can't be changed - the rules that control CCs are "hard-wired" into the system. Overall, email CCs and Zendesk CCs are not the same. Zendesk CCs are controlled by rules that make sure users don't get too many email updates and that prevent people from getting updates that their Zendesk access wouldn't normally allow. 

The best way to see CC's working is to CC yourself on a ticket you are not assigned to, or CC another agent on a ticket assigned to you - that's why Robert was getting the CC notifications on your test ticket Kam. If you had set up triggers to notify the assignee of all ticket updates (even ones they made themselves) then you would have gotten one email about the ticket as a result of that trigger.  

One final thought: Zendesk uses the email address as the main ID for a user - you can have 10 people named John, Zendesk will tell them apart by their email address. 

Ok, sorry for the lengthy reply - I do hope it helps. Let us know if you have more questions!

 

 

January 09, 2014 12:10
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Kam Ying Li

Hi Laura, 

Thank you for providing that explanation.  

However, I am still wondering why the option "cc me" is even available if (as per your explanation above) ZenDesk will not send emails to agents that are responding to the ticket without some kind of override in place?  And to clarify I did not get any emails when I chose the "cc me" option.  When I open up the ticket, I can see my profile email in the cc field but I never get notifications.  Why have that link available if the default behavior is that it will not work? 

Thanks! 

January 09, 2014 12:18
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Laura D.
Zendesk

Of course!

Well, I think there are some situations where I would want it available even if I'm already assigned to the ticket - I often reassign a ticket to another group and CC myself in the same update - if the link were hiding because the ticket was already assigned to me something like that would require two separate updates. 

The default behavior is that the CC will fire - but not if the CC is the person who made the update. Also, CC functions can't be overridden, I probably could have been clearer about both of those things and I shouldn't have brought up the issue of triggers and multiple emails. It's related but not quite the heart of the issue you're seeing. 

To sum up, CC'ing yourself on ticket won't send you a CC notification if you're the one making the update. Who was making the updates on the ticket when you expected to get a CC notification? (I've been looking at ticket #2 in your account.)

January 09, 2014 14:49
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Brian Smrz
sdsus

My service desk team can see all the tickets they have assigned to them by the view automatically created. All of us share tickets, help each other and usually others who are not assigned to the ticket are CC'd. Is it possible to create a view to set up parameters to view only CC'd tickets you have been assigned to?

February 07, 2014 17:27
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Emily
Zendesk

Hi Brian, 

It's even easier than that! All agents can visit their user profile and click the "ccs" link below their name to access tickets they've been cc'd on.

February 10, 2014 14:11
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Jon

Is there a plan to allow creating a trigger to add an end user as a CC on a ticket?  The  work around, (email target) I've read about above is insufficient.  Many of our clients have group addresses that need to be CCd on every ticket to keep everyone in the loop.  Please advise.

February 11, 2014 08:26
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Laura D.
Zendesk

Hi Jon, 

Yes, this is something we're planning to do but I don't believe there's an ETA yet. You can follow this Product Feedback thread for additional updates: https://support.zendesk.com/entries/71421-Add-end-user-as-CC-via-Tr....

February 19, 2014 11:32
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John Allen
iassupport

Is anyone having an issue with CC parties where they were on the original email from the requestor and when our support team replies to all parties, the CCs receive a blank email?  This just started today for us.

March 20, 2014 07:05
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Emily
Zendesk

Hi John, 

The CC email notification should provide text to the cc'd person. I'm creating a ticket on your behalf to troubleshoot why that's not the case in your instance. I'll see you in that ticket shortly!

March 21, 2014 12:35
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Edward Voisin
U.S. EPA Office of Water

I seem to be unable to edit the CC field via Macros. Either Add or Remove values. I can do so in Triggers, but the CC field is not an option for Macros. Is there a reason for this?

April 01, 2014 09:07
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Laura D.
Zendesk

Hi Edward, 

Macros are meant for setting ticket fields and adding comments, they weren't intended to interact with "People" which is the underlying information in the CC field. While that's the historical perspective I agree it would be useful to be able to set CCs with macros (you might want to vote on this Product Feedback thread). I know the Product team is aware of this request but I don't believe there are any specific plans to change this at the moment. 

Since the option isn't available in a macro, you might consider a workaround like this:

  • have a macro add a tag to the ticket
  • create a trigger to check for the tag and add an agent as a CC if the tag is present. 

Hope that helps, please let us know if you have more questions!

April 01, 2014 11:37
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Edward Voisin
U.S. EPA Office of Water

Thank you Laura. That's what I was doing. What was happening is that the Trigger would assign a CC, but my CC wasn't receiving any email. Figured out the Description field had to be 'touched'. I modified the Macro to add a boiler plate Comment, and that triggered the CC to get notified. However, now I'm finding out that when the Ticket is Solved, my CCs are getting duplicate messages. How do I alleviate that? My Macro sets a Status of Open and Tag to light_agent. My Trigger reads the Tag and sets the CC to Light Agent and changes Status to On Hold. After the Light Agent responds, my Agent updates the ticket and changes the status to Solved. The CC gets a duplicate message as before. My Light Agent thinks the ticket needs further action when it really doesn't. My Agent has to manually remove the CC in order to solve the ticket so that the CC doesn't get notified yet again. Is there a way to make this more efficient .... either do not send the CC a follow up duplicate email, or auto remove the Light Agent as CC? Thanks for your help.

April 01, 2014 12:10
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Laura D.
Zendesk

Hi Edward, 

I tried to find your account so I could take a quick look at your triggers to see if another trigger is interfering but I'm having some trouble figuring out which account this is happening on. I'll start a ticket for you with our Support team so we can take a closer look, you'll have another email in a few minutes. 

While this won't totally explain what's happening, CC notifications are written into Zendesk in such a way as they can't be edited. If there is a CC on a ticket they will receive a notification when a ticket they are CC'd on is solved with a comment. 

April 04, 2014 10:24
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Zarina Bhimani
listeninc

How do you easily cc a group of agents on a ticket? Typing all the names individually is going to result in people getting missed off, and is not an efficient way of doing it.

April 16, 2014 07:11
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Brandon K.
Zendesk

Zarina,

I'd recommend that you set up a trigger to CC the group of agents that you want. If you go to Admin > Business rules > Triggers you could set up the trigger actions to either CC each individual agent on the ticket, or send out an email notification to the group of agents. You could then set the conditions of the trigger to be tied to a custom ticket field you create or the adding of a tag.

Hope that helps! Let me know if you'd like me to show you a mock up of the trigger.

April 16, 2014 09:33