CC all/select users in an organization when a ticket is created under that organization

We have clients that would like to have specific users CC'd automatically into a ticket whenever they raise an Urgent or High priority ticket on their side. About to try the webhook solution, but from what I've seen in other comment sections it's not the cleanest and doesn't always work. And the shared org or special notification setups via triggers and targets is not a solution for this ask. +1 please for this feature. Looks like people have been asking for this for at least 16 years. Our biggest customers are unhappy about the inability to do this in Zendesk, and routinely ask for updates on being able to auto-CC their users or if we would consider using another support ticketing solution. 

Hey everyone,

Thanks for your feedback here.

Has anyone tried using Organization Subscriptions to notify agents when a ticket has been submitted to an organization? This feature isn't available in Agent Workspace but can be configured via Zendesk's API:

https://developer.zendesk.com/api-reference/ticketing/organizations/organization_subscriptions/

“Agents in an organization can subscribe to be notified whenever someone in their organization submits a ticket. The agents will be notified as long as they're allowed to see all tickets or the organization's tickets.”

6172281663770 - Unfortunately, yes, and that's definitely a draw back

4737455356314  Does that mean you have to create one per organization and the recipient emails have to be hardcoded? If so, that's not a scalable solution at all :-( 

FYI - You can do this if you have a webhook set up to be used in triggers. I have one set up where request method = put / request format = json. Here's a screenshot example of where I'm using it to CC a couple of internal CSMs on an account so they're kept updated on ticket comms. My webhook was initially labeled as “Internal Comment Automation” because that was my first use case, but I use it for other things like this now.

Looking for this feature as well. A large client wants to keep tabs on all open requests without needing to log in. 

Same here, Having ability to auto CC team member or special groups (eg manager what to be cc'd on all tickets from their department), would be a great way to organize and further weed out false positives.

This is very important for us too - I've been looking at the need for a small group of external users act as submitters for other users' behalf (from other organizations), and CCing sounds like the only option.

That said, unfortunately, the cc is personal and not organizational.

Therefore we need some way for all other super users in the "super" org to be able to see the other users' tickets

This would be very useful when supporting larger companies with a large user base. It allows owners and key points of contact on the customer side to keep current and up to date on all of their account tickets without having to read through a list of tickets every time.

It also reduces the friction when those users do need to get involved in tickets where they were not cc'd by the end user who raised the ticket and will make it quicker for the support team and the customer to get to the resolution

I would find this function usefull as well.