Adding non-agent CC in Macros


3 Kommentare

  • William Chase Myer
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    This is something that I have had to troubleshoot as well and is relevant to forwarding tickets to an external email address article. 

    You have two options from what I have been able to identify, well 3, if you purchase the app. 

    1.) Add CC manually while creating the ticket.

    2.) Create a trigger that activates an "email target" extension under settings in Admin view. (you can only have 1 email per extension/trigger) Guide here

    3.)  Purchase the email forwarder app on the marketplace for $5.99 per agent per month. 


    Ultimately, if the other team members are not integrated into ZD as an agent, at the very least, these will be your best options. Sadly, the easiest option would be #1. However, if you want to automate the process and you are willing to build the workflow and maintain it, option #2. 

    Best of luck!

  • Shanta Nathwani
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    I second this feature. It would be nice to be able to forward requests that don't actually belong to us, but to one of our clients. We support their help desk, not their end users. I want to be able to copy their help desk so the end user doesn't have to start all over again. 

  • Ty Montgomery
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    I third this. The feature would honestly save us so much time. The trigger is too specific. Adding a CC in macro's would be soooo much easier.


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