How can I reveal CCs in a notification email using Liquid markup?

Disclaimer: Zendesk provides this article for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or CSS. Please post any issue in the comments section below or search for a solution online.

Question

How can I reveal CCs in a notification email using Liquid markup?

Answer

While there are many pieces of information to display in notifications, one of the most common requests is the ability to display who else is CCed on a particular request. 

Using Liquid markup to display CCs

Liquid markup makes this quite simple. Add this block of code to any triggers or automations in which yo want CCs to be listed:

{% if ticket.cc_names != empty %}

{% capture ccedusers %}

{% for cc in ticket.ccs %}
{% unless forloop.last %}
{{ cc.email | append: ', ' }}
{% else %}
{{ cc.email }}
{% endunless %}
{% endfor %}

{% endcapture %}

{{ ccedusers | strip_newlines }}

{% else %}

Nobody

{% endif %}

This only lists the CCs by email address. Add some text to clarify that these email addresses belong to users who are CCed on this request, as well as any further formatting.

Below you can see how this renders in the email client:

Breaking it down

Make sure that if there aren't any CCs on the request that you don't just leave an empty line. Start by wrapping the code in an If...Else statement to print Nobody if the ticket doesn't have any CCs, and to list those CCs if it does.

{% if ticket.cc_names != empty %}

...
{% else %}

Nobody

{% endif %}

If the request does have some CCs, grab them and apply some formatting to prevent them from all being globbed together. Start by creating the ccedusers variable to hold all of the CC'ed email addresses with some of our formatting applied so that we can easily reference them later.

{% capture ccedusers %}
...
{% endcapture %}

Iterate over all of the CCs on the ticket, grab the email address for each, and add them to our email variable separated by a ', ' (for all but the last CC) to make them more readable.

{% for cc in ticket.ccs %}
{% unless forloop.last %}
{{ cc.email | append: ', ' }}
{% else %}
{{ cc.email }}
{% endunless %}
{% endfor %}

Print out the freshly constructed list of email addresses. We do this with the following line, making sure we strip the newline characters that would otherwise list each email address individually on its own line.

{{ ccedusers | strip_newlines}}

Alternatives

To include the CCed names, use the following code:

{% if ticket.cc_names != empty %}

{% capture ccedusers %}

{% for cc in ticket.ccs %}
{% unless forloop.last %}
{{ cc.name | prepend: '"' | append: '" '}} {{ cc.email | prepend:'<' | append: '>, ' }}
{% else %}
{{ cc.name | prepend: '"' | append: '" '}} {{ cc.email | prepend:'<' | append: '>' }}
{% endunless %}
{% endfor %}

{% endcapture %}

{{ ccedusers | strip_newlines | replace:'&quot','"' | replace:'&lt','<' | replace:'&gt','>' | replace:';','' }}

{% else %}

Nobody is CC'd

{% endif %}

Note: The above code has an adjustment to the line that prints the ccedusers variable to replace the escaped HTML entities in the capture block with literals. This is a consequence of how we render our email notifications  

For a complete list of placeholders available to you, please refer to our Placeholders Reference. For more information about Liquid markup, see Liquid for Designers.