Remove Follower and/or CC for ticket update per trigger/automation action

3 Kommentare

  • Peter Hochstrasser

    Hi Bianca Mayer

    Maybe the Notify Target action in triggers and automations may help.

    You'd need to be able to define the condition which would require the removal of all CCs, then define the JSON body to clear the CC and follower fields, which would look something like this:

    {
       "ticket": {
           "follower_ids": [],
            "email_cc_ids": []
       }
    }
    The setup required for this is described here:
     
    Note that Zendesk is just another "external" target in this context. My setup for a target to update Zendesk tickets is:
    The URL is ending with https://<yourdomain>.zendesk.com/api/v2/tickets/{{ticket.id}}
     
     
    Yours truly
    Peter

     

    0
  • Bianca Mayer

    Thank you very much Peter Hochstrasser, we will check that at our end! 

     

    Bianca

    0
  • Peter Hochstrasser

    If you want to retain certain but remove others (always static per trigger, though) have a look at:

    https://developer.zendesk.com/rest_api/docs/support/tickets#setting-followers

    0

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