Can I automatically CC all users in an organization? Follow

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5 comments

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    Allison Ramsey-Henry

    This would be very helpful for us as we interact with a number of other helpdesks who need to be notified of certain types of transactions. If I could tie an automation to the ticket type this could be easily done. I see that I can set up an automation based on ticket type, but I can't add an end user as a CC. Very frustrating!

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    Monique Foy

    Vote yes to add feature. This would be extremely helpful as we are having several request from our client's to do this action and right now we have to manually remember to do this step.

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    Jessie Schutz

    Hey Allison!

    I know that a number of people who have a similar type of workflow use External Targets (rather than CCs) to send those notifications. You can find more about this here: Notifying External Email Addresses.

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    Marci Abraham

    We have the same need, and I know this has been requested MANY times in the past, but apparently still is not possible. Very frustrating.

    We do not want all users in the Organization to view each other's tickets -- that involves far too many people. We just have two main people in the Organization who both need to see what the other one is doing. 

    Since Zendesk's end user interface ("My Activities") has the option to toggle between "My Requests" and "Requests I'm CC'd on"....AND we have the option to turn off CCing by end users (necessary to prevent spam in an open ticket environment)..... that we should have the ability to create a CC to anyone WE feel should be CC'd.

    I do realize that the option of using external targets exist.....but this it not just for notification purposes. We want our users to be able to log in to their account and see their own tickets AND their CC tickets -- just as Zendesk was designed to allow.

    This restricted functionality seems to run counter to the very design of Zendesk.

    This leaves me with two questions.....

    1) Am I missing something? Is there ANY workaround to accomplish what we want to do -- automatically add a non-agent as a CC ? Or do we really have to remember do this manually every time?

    2) Is there a feature request somewhere we can vote on? I don't understand what the up/down votes do on a question like this. It asks if the article is "helpful" which is not a relevant gauge for a feature request.

     

    Thanks!

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    James Sanford

    Hey Marci!

    The alternative workaround you're looking for is actually the Setting up a shared organization for end-users link provided in this very article.

    You can use these settings to either say that all Users in the Organization can view all tickets and then individually updating each of that Organizations users so they instead only have access to their own tickets, or you can set it so that Organization Users can view their own tickets only and then update these two specific users so they can view all ticket's from the User's Organization.  Your end-users would then be able to view these tickets by accessing the My Activities section of the Help Center and then selecting Organization requests.  This method would mean you would never have to worry about manually adding the other user as a CC.

    If that option does not work for you, then Notifying External Email Addresses is going to be your best alternative.

    You can find the feature request for adding end-users as a CC via Trigger or Automation here so you can add your vote to that request: https://support.zendesk.com/hc/en-us/community/posts/203422496-Add-end-user-as-CC-via-Trigger-or-Automation 

    Thanks!

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