Petri Rossi

...also, note the potential issue with using triggers + target to update tickets, due to possible race condition, noted few posts back in the thread:

https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets

However, we've continued using the work-around for auto-CC (on organization's tickets). Probably should not hit a race condition when the CC field cannot be updated by a trigger anyway. In any case, user discretion is advised.

...obviously has some limitations and doesn't solve all use-cases.

I think this rates pretty high as far as "gates" go! :-)  #ZendeskCCGate

@Tobias: Sure, here's a link to the Zendesk community moderator's article from 2015 as it's somewhere far back in the thread, courtesy of @Graeme Carmichael:

https://support.zendesk.com/hc/en-us/community/posts/205750118-CC-Customer-On-All-Organisation-Requests

Wow, unbelievable!

Nice job (not!) Zendesk! Pretty much ignoring your paying customers on a simple feature request that would be important to many of your customers! Granted, implementation under the hood may be more complicated than the feature from a user's perspective but come on: 7+ years with nothing to show for!!

Also, a fine example of poor communication: Zendesk should at least give feedback or just shoot this down rather than leaving the request/thread hanging for years!!

Having said that, we have been using the work-around noted in the thread (trigger + http(s) target) for a while already and seems to work OK'ish for our needs.

+1

We have a very similar need on a daily basis! Basically this is a very elementary feature that is missing in Zendesk (otherwise Zendesk has worked quite well for our needs). We routinely need to manually add the same end-users on new tickets day after day! I find it shocking that after six years of requests for something that should be a basic feature/option, there is still nothing available from Zendesk! What's happening with your Product Management!?!? Also, if Zendesk has just chosen NOT to implement anything like this (perhaps to promote their licensing model?), they should just tell it straight up.

Ms. Boyle has now recently kindly responded to the thread and indicated that Zendesk actually has something on their roadmap to address (or alleviate?) one of these use-cases. Other two use-cases - not so much. Is Zendesk just ignoring the requests for years or how does it take 6 years to get anything on the roadmap (not to mention whenever will anything actually be implemented/available)!?!

To @Erin: In our case (very basic), we receive support requests from end-users on mobile units (defined as organizations in our Zendesk). We routinely need to make sure that named contacts in their respective HQ/base organization are CC'ed on all their tickets. This means manually adding, typically 1-3 end-users on every ticket. The HQ/base organization end-users rarely change so maintaining the rules would not be too much effort.

In any case, we are also starting to look for alternatives for Zendesk due to this. As our volumes are growing with the business, we need to be able to automate some basic things and not waste time on routine repeating things (not to mention remove chance of human error).