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PlannedDoneNot planned

Add end-user as CC via Trigger or Automation

Dave Hanson
suggested this on October 22, 2009 16:53

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address.  This would allow the organization's primary contact stay in the loop about what their employees have requested.

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

 

Comments

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Scott Stanford
willowgarage

Exactly what I'm after.  We have some customer "advocates" assigned to individual clients (i.e., organizations), but these are not the actual helpdesk people solving the problems; they just need to keep abreast of what is going on.

May 04, 2010 14:02
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Andrew Lott
ukwebco

Oh, just what I was looking for! I have A,B,C,D,E in an organisation. A & B want to get emails for all tickets submitted, but C,D,E only need emails for tickets they submit themselves. Seems to be the same as these posts:

https://support.zendesk.com/entries/157536-ability-to-automatically...

https://support.zendesk.com/entries/187368-add-person-to-cc-as-an-a...

June 24, 2010 01:53
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Seyob Kim

I need this functionality to avoid sending notificaiton to our end-users by CC's editing. Actually in our situation, when agents change the CC's list, there is no reason to let our end-users know.

September 13, 2010 01:00
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Toan
searsms

This would be a very useful feature.  The workaround of notifying a target by email has a flaw: if that target replies to a given ticket, it'll open a new ticket each time instead of allowing them to add a comment as it would for the requester or an agent.

September 28, 2010 06:21
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Simon Whittaker

+1 on this!! (Also timetracking but that's contained in another ticket https://support.zendesk.com/entries/48175-we-need-time-tracking)

October 13, 2010 04:28
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Chad Thomas
proactis

I'd also like to see an option in the mail API for controlling CCs.  FOr example - i often get CC'd on a ticket early on as my input is needed, and then after all kinds of back and forth i no longer need to be CCd (but i'm still getting all the updates), so it would be nice to be able to shut that CC off easily by email.

November 30, 2010 14:42
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Chad Thomas
proactis

definitely agreed on the original request too.  Lots of uses for us, we have people who always want/need to be in the know at certain clients.

November 30, 2010 14:43
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Toan
searsms

At the very least, the CC field should allow copy and pasting names, but even this isn't possible.  We have situations that require various groups of email addresses to be copied on, and to have to type the names one by one is tedious.

December 01, 2010 07:45
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Jay Heath
Zendesk for iPad Beta

+1 on this -- I have requested the same thing. It would be a tremendous help for VIPs who make requests.

December 13, 2010 08:23
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Therese Erhard

+1 more!  

Zendesk, is this on your list of planned changes?

January 12, 2011 23:58
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Jake Holman
Product Manager

This should actually be making an appearance very soon. Sorry for the radio silence. 

To clarify, in the version we release, it will only allow for agents to be CCd via Triggers and Automations. 

January 18, 2011 14:54
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Scott Stanford
willowgarage

Shoot.  I was really hoping to be able to CC non-agents (e.g., people who just need to be kept abreast of what is going on, but don't need to participate on an agent level).  Any chance this will get extended to non-agents?  I'm currently having to notify email targets, but that's more trouble to maintain.

January 18, 2011 15:02
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Jake Holman
Product Manager

@Scott: It's unfortunately an interface issue, at least mostly. Listing thousands of end-users in a dropdown isn't cool. We need to come up with an improved UI and think more about the implementation and use-cases, without allowing it to open up into exploiting. 

January 18, 2011 15:06
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Scott Stanford
willowgarage

How about CCing groups or organizations (or something similar)?  That would reduce the dropdown overload.

January 18, 2011 15:23
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Matthew Pietz

Just make it a text box where you can type part of a name and it will autocomplete, agents and users.

January 20, 2011 14:16
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Geof Bowie
thinkfixed

exactly, just a field where we can a) add an existing user by typing (auto-fill) and/or b) insert any address we needed.  

February 04, 2011 19:29
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Max Hunter
Project CS Beta Testers

Any reason this is marked as "done"?

Adding a trigger isn't really the same as CC'ing someone in...

If you can list all the users when you're selecting the requester of a new ticket (using AJAX / whatever) surely you can just reuse the same type of text field when you're editing the macro? I'm not sure where the UI problem is, since you've already resolved it on the ticket update page...

February 09, 2011 02:02
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Larry Deckel
Business Hours beta testers

We need this too, but for a slightly different scenario.

We have client service reps who are assigned to specific organizations.  When a requester submits a ticket to our Technical Support team, we want our Tier 1 client service reps  (who are also zendesk agents) to be automatically cc'd on the tickets so they can stay abreast of the comments.

Right now, we have to manually add them which is easily forgotten.   We'd like to be able to automatically cc a specific agent based on the company the ticket is associated with.   Having a way to trigger this would be time saving and useful to us.  (I'm assuming there isn't a current way to do this now based on this thread).

February 18, 2011 18:45
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David Goldberg
Callidus Software, Inc

What I would like to see in the implementation of this, is a per-organization cc list box.  that way, we can notify customers of issues, without having to populate a long list of emails in the cc field.

February 24, 2011 10:13
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Michelle Wong
leslieit

I'd really like to be able to cc non-agents as well. I don't see how this feature is "done" when the current functionality doesn't match the original idea proposed in the brief concept.

March 15, 2011 20:56
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Max Hunter
Project CS Beta Testers

@Jake: Any reason this is marked as "done"? You're getting my hopes up... :)

March 16, 2011 10:34
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Laurent LATHIEYRE

what's the status on that?

April 01, 2011 05:32
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Scott Davis
cloudbearing

Hoping this gets extended to non-agents...

April 14, 2011 08:44
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Ed Wiancko

Yes, we need this for non-agents too.  This is a manual process now that is easily forgotten.

April 19, 2011 10:41
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Jonathan Wayman

@Jake Holman

If it is an interface issue why not use the spotlight search like the requester and cc ticket fields use?

May 03, 2011 14:22
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Jake Holman
Product Manager

@Jonathan: That's likely what we'll end up using. Unfortunately it's not as simple as just shoe-horning it into that page :)

May 03, 2011 16:22
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ken washington

any news on this topic? id like to be able to keep department managers that aren't Zendesk agents in the loop on certain support requests without having to add them manually. 

August 02, 2011 10:30
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Matt
Anything on this yet? Customers are wondering...
August 30, 2011 13:22
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Bill Akins
sonian
+1 Need it so I can create auto paging if a case has been untouched too long. I want to send an email to our paging system that will page specific people if a ticket is unchanged for too long. Only way to do this now is to set up agents. Seeing that I want several options for who gets paged, I would have to create dozens of agents to get this done.
September 09, 2011 08:25
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Idunckel
Would it be possible to add light users to CC's through a CC trigger?
September 09, 2011 13:52
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Pierre Grenier
Product Manager

@Ian... this is a bug and it will be added.  You will be able to add a light agent as CC through a Trigger/Automation.

September 09, 2011 14:44
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Idunckel
@ Pierre...excellent! thanks for letting me know
September 12, 2011 15:34
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Nathaniel Galimore
levelnine

Why is this taking so long...Zendesk is adding wonderful features at light speed, but this post has been going on for over two years...and nothing...

Zend VOice...great feature will use it alot....however this is more important,

 

And you wont convince me that implementing zend voice....is simpler than allowing us to cc a specific email address,..

 

Its a shame that something so small really casts a dark shadow on this product...

this may push me back to kayako

October 27, 2011 09:33
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Jay Hogg
getaroom

+1  I just had a request to add a VP that is non-agent to Priority 1 tickets from his group.  Can't do it yet. He needs to be a CC so he can reply on the ticket - not just an email forwarding trigger.

2 years, 3 months open now. 

January 19, 2012 10:26
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Kevin Swan

Lame. Just give us a field that we can enter an address into. Copying an agent isn't useful at all.

January 25, 2012 12:49
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Rob Eyre
bookdepository

+1 Yes please Zendesk.  Surely you've already solved the UI issues with the requester on the ticket page?

Looking forward to your response

February 13, 2012 01:55
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Mike Bergeron
softright

Is there any update on this??

February 27, 2012 07:30
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Nick Carter

+1

We work with a very large organization. When they open a ticket, they want their distribution list to be CC'd on everything. Now we have to manually add a non-agent user to the CC. Would prefer an automation. 

March 05, 2012 11:04
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Thomas Fritzen
imind

Need to add CC to user organisation as well.

Strongly prefer this to be available in a macro too. Certain responses require that we CC people from the requesting organisation.

March 20, 2012 06:46
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Patrick B.
rentmatic

+1. Simply want to copy my team on all responses.

April 12, 2012 12:46
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Aaron
trilliumtransit

+1 I need to be able to send cc: emails to a partner when a particular client makes a support request.

June 27, 2012 23:28
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Erik Brzozowski

+1 I need to receive a cc email from a partner when a particular client makes a support request the partner.

June 29, 2012 19:32
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Matthew Pull
Foehn

This is still a missing feature in Automations for me. I have Automations that check ticket activity based on 'Last update by Agent' and 'Last Update by Requester'. However this does not include CC replies, so if a CC replies to the ticket it reopens in the Agent queue, but my triggers then go wild if the previous replies to the ticket were hours or days beforehand by Agent or Requester and unfairly scores the ticket as abandoned for hours or days when it is in fact just minutes old. Ideally I need CC to be included in the 'Last Update by Requester' or a new one for 'Last Update by CC'.

 

August 08, 2012 07:22
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fortran01
cascadeo

+1 We think this is an essential feature.

August 17, 2012 16:29
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Mehran Malek
Zendesk for Blackberry Beta

+1.  This is a very useful feature.  We have a very large client who wants specific email addresses added for high urgency incidents.  The manual process we're using is "ok", but not manageable as we grow our customer base and Support desk.

September 14, 2012 07:24
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Alex

+1.  Would also appreciate this feature to let non-agents stay abreast of issues.  Any word on status?

October 08, 2012 11:35
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Andreas Jespersen
previewnetworks

My feature request is not trigger-related but  we really need the CC-field for end users creating requests through the web interface.

It is difficult enough already to get users to use the web interface instead of conventional email so they should have at least the same possibilities as when submitting a request by mail.


October 10, 2012 05:44
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David Shackelford
edelements

A status update on this would be great. I'd also be interested in whether anyone in this thread has figured out a workaround.

October 11, 2012 11:15
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Elyse Kanagaratnam
Zendesk

@David - As mentioned in the original request:

Workaround: use a notify target "email" type to send emails to the person who needs to be CC'd.

I will check with the product team this week and see where we are on this. Thanks for your patience!

October 20, 2012 20:00
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Patrick B.
rentmatic

The workaround is to use *any* other ticket handling system.

October 23, 2012 12:30
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Jeff Callahan
mineraltree

@Jennifer

Can you please document this workaround to use a notify target "email" type

October 23, 2012 12:42
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Patrick B.
rentmatic

The "Notify Target" workaround is not terrible but you have to construct the whole email body rather than just copying the response as everyone wants.

October 23, 2012 12:43
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Jeff Callahan
mineraltree

@Patrick - thanks for the info, that is harldy a workaround

I see that this feature is marked as "Planned" 

Hopefully Zendesk can provide an ETA and/or solution shortly

October 23, 2012 12:53
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Nathaniel Galimore
levelnine

@Patrick

LOL...im close to using *any* other ticketing system myself...the only thing going is my clients like the simplistic interface of zendesk...

I however am thoroughly annoyed how they handle customer requests.....this has been here since 2009!!!!

Since then we got "The New Zendesk"...and a bunch the same integration's...

The only real work around which I have had to do is turn one of clients into an agent that has access to their organization...cost me extra $60/mnth..

lets be real zendesk...this is really why you haven't integrated a 'cc feature

October 23, 2012 13:35
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Terry Knox
Cambridge ESOL

If this feature ever surfaces, it would be really great to also be able to clear down the cc: field with a trigger/automation too - we often need to essentially forward a message on to another department, but that department don't then need to be cc'd in on everything else. It's a bit annoying having to return to a ticket to remove your CCs, especially when submitting a ticket always returns you to your view screen in the new UI. If we could apply a tag to these tickets to remove the people in the CC field after a message was sent, that'd be great. 

November 14, 2012 01:24
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Richard Suwelack

+1 wanting this feature ASAP.. since it has been asked since 2009, I believe this is definetely a must.

 

December 04, 2012 06:46
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Manu
acunu

Absolutely need this.

again, just need an empty text field where i can enter an email address, just like it does on an individual ticket page.

 

when is it planned for?

December 14, 2012 08:52
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Graeme Carmichael
nhsggc
The problem with the workaround suggested is that with proper CC of users, the user can update and review tickets via the web portal and update tickets via email. Using targets does not allow this.
December 15, 2012 04:59
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Jon Thompson
dmevolve

FIX THIS NOW. I wasted an hour with zendesk support on unacceptable workarounds for this very basic requirement. I have people in each organization that want to track what the issues that I'm working on are. We need a text box for the cc field in targets.

January 08, 2013 11:02
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Jeff Callahan
mineraltree

I agree - this is a basic requirement and should be fixed.  The only workaround I can see is purchasing additional seats

January 08, 2013 11:47
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Jon Thompson
dmevolve

Here's a response when I submitted a ticket. This isn't as "Planned" as anyone suggests. 

Hi Jon,

Thanks for your response - I understand completely that you want the list of agents in the drop down menu that appears when adding the condition of Add CCs when creating a trigger to be a list - or rather include in the list - your users.

As this functionality is not on the foreseen roadmap of features to include I would like to offer an additional alternative that may be able to achieve your desired workflow:

You can have your Email Target point to an email set up to forward to a list of users (that you would maintain outside of Zendesk) that way the users on the list would have notifications (That you would set up in a trigger) of all updates of any kind to any ticket in the respective organization associated with that external list.

So long as the organization is shared the users would be able to see the update and log in to Zendesk to find the ticket and be able to add comments. If not shared they will not be able to make comments.

Zendesk is not designed to be a mass email service so this is the main reason for the functionality you asked for not being included at this time. I do feel the workaround(s) using an email target for each user or better still a target to an email forwarding list may provide the solution you want here.

Sorry that this is not the exact solution you requested and I completely understand and empathize with any incurred frustration. Please let me know if you have any additional questions and I'd be happy to continue assisting you!

Love Your Zendesk,

Jeremiah Currier | Customer Advocate | support@zendesk.com

----

 

Funny thing is he doesn't understand two things:

1) I want a text box, not a different popup. My end users can CC anyone in their emails, why can't I?

2) I can't have _all_ tickets go to a user. I have multiple clients sending tickets to a single email. His solution would result in one client getting all issues. Furthermore, if I generate a ticket, it doesn't do anything to solve the problem.

 

#FAIL

Time to push desk.com again for a zendesk migration tool..

January 08, 2013 14:58
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Johan Cederberg

Yes please - this is exactly what we need. We have over 500 facilities with several thousand customers in each and this is becoming more and more critical for us.

January 09, 2013 04:46
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Nathaniel Galimore
levelnine

Over three years and nothing

January 09, 2013 05:55
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Jean
kabisa

Jon Thompson,

While your reply is perhaps a bit hash, I too feel your pain, and I really would like this feature to be implemented.

The fact that one customer support agent says it's not on the roadmap somewhat worries me, but at the same time, this issue seems so easy to fix/implement, that it could be added whenever they feel like it, at least that's what I hope.

January 09, 2013 07:20
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Jeff Callahan
mineraltree

Jon

Thanks for posting the support workaround - this worked perfect for me!

Basically i'm looking to alert Account Managers and Executive  Management when the TIcket Priority is greater than Normal or the Custom field "Escalation" is checked.  I simply created emails groups and  corresponding EMail Targets.  I then created Triggers to perform a "Notify Target" and included '{{ticket.comments_formatted}}" in the message.

I actually prefer this to a CC.  We manually cc internal people on tickets and somethimes they simply Reply to All and unknowingly update the ticket.  thankfully there has been nothing damaging.

 

Regards

Jeff

January 09, 2013 17:49
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Jon Thompson
dmevolve

As I posted the harsher email, I also must post a better one..

Despite my very public posting, and harsh wording, Jeremiah has been very patient with me. It was I that didn't understand the power of the email target solution that he suggested. While it isn't as powerful as cc'ing every ticket, it is still a very useful tool. In this instance, I opted to create a base camp target rather than email, as this is preferred by the client.

As you can see in the reply I am copying to the forum, he states that the functionality "Adding CCs as a trigger action" is planned for this quarter, and that he misspoke about it not being a planned feature. I'm excited to see this. Considering, that CCs as a trigger action is already technically enabled, I interpret his statement as the features described in the later portion of this thread.

-----

Jon,

Let me apologize I didn't see the "Planned" flag and apologize for giving you incorrect information and saying that it was not on our foreseen roadmap.

According to our Product Team we are planning to deliver this functionality "Adding CCs as a trigger action" in Q1 of this year.

I can completely understand how seeing 2009 but "Planned" could be confusing and again I apologize for giving you incorrect information by saying it was not on our roadmap - I can assure you it is, again in Q1 of this year.

Please let me know if you have any additional questions.

Sincerely,

Jeremiah Currier | Customer Advocate | support@zendesk.com

January 09, 2013 19:55
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Jennifer Rowe
Zendesk

Jeff, glad to hear that the workaround worked for you. If you think it's an alternative other users might be interested in (even with the CC trigger action coming) maybe you can post it as a tip in our Community Tips forum! That would be awesome.

Jon, thanks for posting the update (and much nicer comment)! :) Really glad to know the feature is truly planned--and soon!

January 10, 2013 09:22
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Adam Stern
microen

Just adding my two cents that CCing a non agent would solve my problem at hand as well and I'm glad to see that it is planned to be deployed Q1.

I tried using an email target but the fact that replying to the email just opens a new ticket made it a no go.

Anybody have a work around for this until the new functionality is out? All I need is the email target to be able to respond with a comment.

January 15, 2013 16:51
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Jean
kabisa

@Adam, the only "workable" solution we've found is to include a warning in the e-mail that replying doesn't work, and to include a link to the ticket. We too are anticipating this feature, as it will greatly help our customer needs.

January 16, 2013 01:22
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Nathaniel Galimore
levelnine

Is there an updated eta on this feature?

March 14, 2013 06:34
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Joost Saanen
kabisa

Any update?

March 14, 2013 13:20
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Adam Stern
microen

Yes, this would really help us as well. Are we still on track for Q1 release?

March 14, 2013 13:52
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Thibault Mortier
revevol

We are desperately waiting for this FR especially for Organisations which require notifications to a Group and not to the user who opened the case. Very interesting in case the end-user is on holidays and his colleagues can reply on his behalf.

March 20, 2013 10:46
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Adam Stern
microen

Any update on this? The workaround we have in place is a bit buggy and this would make life much easier for us.

April 15, 2013 14:08
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John Howarth

To be able to configure an automation that added a CC of an End User or specific email address (rather than just an Agent) for tickets belonging to a particular Group would be great.

I look forward to seeing the day this minor requested is implemented in what is otherwise a superb product.

April 22, 2013 07:05
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Jonathan Spiva
74bit

+1

April 30, 2013 09:30
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Marissa M
pivotalconsulting

Yes to this being added! The current work around with setting a target and then notifying target has many flaws including still having to manually add them under cc if you want them to be part of the conversation within the ticket. Also gets messy and complicated if you want to notify them when the ticket closes/etc. It ends up sending them many unnecessary emails which they can't even respond to. This is a huge feature that is missing from the Help Desk. Please add this soon!!

May 28, 2013 06:38
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Adam Stern
microen

Marissa, that is the exact same workaround we are doing and it is less than ideal as you noted.

So guys, any update. It was stated that this would be deployed Q1. Can you at least get an estimate on when this may be coming?

May 28, 2013 09:23
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Nathaniel Galimore
levelnine

Hello any update on this?

July 01, 2013 15:56
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Stephanie B.
rayonier1

+1 - We really need the functionality to have a Trigger CC an end-user. Our end-users are all internal customers. I have admins that need to be CC'd on every ticket within their resource unit(Organization). They need to be CC'd because their guys do not always tell them when they send a request to us. And to ask them to always have their zendesk open on the organization tab constantly refreshing it is obsurd. We also have two admins that share an organization and I need to be able to CC each one based on who the requestor is of that organization. 

It's very time consuming and tedious to list out the people needing to be CC'd on each request. If we could set up a trigger it would save us a lot of time and it would save our end users a lot of frustration.

I do understand that a drop down list with all of our end users would get long. So why not have an open text field. There is an open text field in blacklisting certain email addresses from being CC'd. 

I really don't understand why this can't be done. This request has been around for nearly 4 years.

Can someone please explain why this will not be implemented or if it will be, when?

July 26, 2013 10:39
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Jose Ceppi
marcaria

+1 on this one! We have several end users that request us to CC other email addresses always when we send them new tickets. Given that we have so many end users, it is hard to remember which ones, hence this would really improve our customer service

July 29, 2013 11:31
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Shannon Brown

Another +1 for adding a simple text field for CCs to the triggers. I have triggers set up for each org we are working with, and they want their org PMs to be copied on all tickets, but as of now, the ability to CC a particular end user email is not possible. 

August 13, 2013 20:17
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Lindsay Ward
publishinteractive

When will this feature be available.

 

Thanks

September 04, 2013 00:33
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Chris
evolutiondigital

Please advise on the status of this request?

From Jennifer Rowe:  Jon, thanks for posting the update (and much nicer comment)! :) Really glad to know the feature is truly planned--and soon!     January 10, 2013 09:22

That was 8 months ago.  PLEASE provide a definitive timeline.  I don't want to implement a work-around, if the actual feature I want is going to be rolled out in two weeks.

September 09, 2013 10:31
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Jennifer Rowe
Zendesk

HI Chris,

Yes, the projected timing Jon reported above from his support ticket obviously didn't happen.

There is no update from the team to report right now. Sorry I don't have better news.

 

September 12, 2013 10:02
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Maggie Karshner
savers

+1, specifically for being able to CC end users. Our use case is basically the same as the original post. 

September 20, 2013 08:40
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xdoomx
mrpgroup

Now that we can all CC end users, you realise that their replies are PUBLIC?

As opposed to a light agents replies being private.

 

So basically you now have the ability to cc any one of your customers (in our case over 5000) on a ticket by mistake and have them respond to a ticket directly to a customer!!!

This is potentially catastrophic.

October 04, 2013 09:19
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Adam Pepper
artifax

Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler.

For an Organisation, we need to be able to nominate one or many Users to be automatically CC'd on every ticket linked to that organisation.

We would only need to be able to choose from users linked to that organisation.

Agents or the CC'd user would be able to remove them as a CC on a per-ticket basis.

October 11, 2013 09:32
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Jake Holman
Product Manager

@Adam: That's possible today, though not exactly as you described.

We have the concept of "shared" organizations in Zendesk. When an Organization is marked as shared, it means any member of that Organization can view the tickets submitted by themselves and their peers. You can go a step further and also allow them to collaborate on each other's tickets, but that's a further option of Shared organizations, and not a default.

Member of shared organizations can go to web portal, clicking on the name of their organization in the top menu (or clicking "Organization Requests", I'm working from memory here!) and then they'll see a subscribe link location near the top right of the page. Each time someone submits a ticket or a comment, anyone subscribed gets an email notification.

October 11, 2013 09:37
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Adam Pepper
artifax
Jake, thanks - that should do the trick nicely. I think it's even better than what I asked for! Is this documented anywhere? A mention at https://support.zendesk.com/entries/20049342 would be helpful. We currently don't have any sharing options for organisations or people, they vanished about a month ago after we imported from csv. Coincidence? It wasn't a priority then and I clean forgot about it, so I'll log a call to get that sorted.
October 11, 2013 11:29
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Wes Drury
muscogee

@Jake - You may want to mention this is not available yet for the new Help Center.  There is not such thing as of yet called "Organization Requests" in the new Help Center.  Just a note as Adam may be on Help Center as I thought he mentioned they just went live on another thread.

October 11, 2013 11:49
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Adam Pepper
artifax
Thanks Wes, good spot! We are indeed Help Center users. Is there an ETA on when we might have this, or similar, functionality?
October 11, 2013 11:53
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Wes Drury
muscogee

@Adman - Sorry but the standard response from Zendesk is that this feature is planned but no ETA at this time. 

October 11, 2013 12:03
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Nikolay Chekunov
metadesk
+1
October 23, 2013 02:46
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Gil Gerstl
fabrixsystems

Hey,

Is there a timeline for this "planned" feature?

Thanks!

October 26, 2013 11:39
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Chris Fawley
thinkesi

This feature would be great to have, and soon.  I have customers that are requesting specific individuals be cc'd on tickets and right now I don't have a way to do that automatically.  I have to hope my agents remember to manually add the cc.

November 14, 2013 05:01
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Gil Gerstl
fabrixsystems

Hi Chris,

In the meanwhile, if you work with the same customers all the time, you can teach them that by replying to the received email and adding more people, they will automatically be added to CC.

That's my current workaround for this missing feature...

November 15, 2013 06:00
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Fernando Duarte
zuora

+1 on this request.

My use case:

For an Organization, we need to be able to nominate an "account owner" to be automatically CC'd on every ticket linked to that organization upon creation.

This has many benefits.

  1. It prevents phishing from people not authorized to contact us from our customers domain, as someone on their company will be made aware of these requests.
  2. We have a matter-o-fact contact person to reach out for surveys and notifications.
  3. This person becomes their company champion and our evangelist.

We would only need to be able to choose from users linked to that organisation.

Agents or the CC'd user would be able to remove them as a CC on a per-ticket basis.

November 17, 2013 10:38
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Alexander Risoy
nebb

Please add the shared organisation feature to the new Help Center. Our customers require this feature. We have biweekly status meetings with premium customers and they need the overview.

Also separate SLA's per organisation.

November 19, 2013 06:44
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Dmitry Podshivalov
neonstingray

+1

Some customers want to add their colleagues as CC during creating of a ticket for their organizations

November 26, 2013 00:40