Isaiah Petersen

We have remote authentication enabled so when I click on "Add user", which I never needed to do as long as the person had emailed in and created a ticket, I get a warning about it.  I do not think I need to "add user" as this person has created many tickets.  I just need to know how, in the new Admin Center, to find "users" and upgrade them to "Agents".

At some point recently the Settings/Admin pages changed in our Zendesk instance.  I used to click the gear icon and all the options would drop down, now everything seems to be in the admin center.  I need to add a new agent.  Previously, I would go to "People" and as long as the user had sent in a ticket, they would have a user account which I could search, click on and change their account to a light agent or full agent.  Now when I go into "People" I can go to "Team Members" and it will only pull up agents, it is not pulling up all of the users like it used to and I can't figure out how to find users in order to upgrade them to agents.  HELP!

The ask is to create a "Remove CC" trigger action.  Why is that such a difficult request?  If you can have an "Add CC" trigger, why not be able to remove specific CC's via trigger?

Andrew,

The same thing we've all been looking for for YEARS!  What this entire thread is about.

Bumping.  We really need to be able to implement a solution to auto remove specific CC's from tickets.  Our use case is that our New Hire process sends in a ticket for the new hire and there is a distro CC'd by the software that we would like to not have to manually remove every time.  Looks like this has been a long outstanding request and there hasn't been an update in many months.