Can I use triggers to automatically CC end users?

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12 Comments

  • Sonia Radaelli
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    but if in CC there is a light agent?

    How can I create a trigger that add a tag when a light agent is in CC ? I would like that certain light agent use support but it is impossible to create a view for them as they are in CC. So I would like to use a trigger that create automatically a tag.

    I know that agent can add the tag manually or with a macro but a trigger is safer

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  • Dan Cooper
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    Hi Sonia,

    A Light Agent would have access to the Zendesk Agent interface and could access their Zendesk profile and see the tickets they are CC'd on by selecting the CCs drop down from their user profile.

     

    There isn't a great way to user triggers from the CC of a ticket as triggers would be looking at either the requester or the assignee of a ticket and don't really have a method to look at the secondary parties like CCs or Followers that I'm aware of. 

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  • Heather Rommel
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    Hi Sonia,

    That's a great question. I can't think of any good way to get a trigger to fire off whether there's a Light Agent (Or any specific user) in the CC field. I hope someone else comments here.

    In the past, I have created triggers agent by agent so that when that person makes a comment, it added an agent-specific tag to the ticket and later I could see how active an agent was.  This would work if you did it just for Light Agents. Yes, it's manual, and I did it as part of onboarding any new Light Agents.

    This way I could measure how active the agents were, not just how often they were mentioned or CCd on a given ticket.

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  • Sonia Radaelli
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    Hi Heather.

    can you share an example of the trigger you created please ?

    thanks

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  • Heather Rommel
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    Hi Sonia Radaelli,

    I made one trigger per Light Agent that looks like this: 

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  • Sonia Radaelli
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    Hi Heather

    thanks for your reply. I will consider your solution. Manually solution but however a solution.I hope in future there will be the possibility to choose as a filter "CC" and "Light agent" in triggers and views

    Now Light agent that want to use Support is too much limited . I don't understand why they cannot add cc. but they are forced to create a side conversation.

    I hope your development dept will review and update light agent permission bye

     

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  • Sonia Radaelli
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    Hi  Heather

    sorry but as Current User I don't see light agent name. why??

     

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  • Heather Rommel
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    Hi Sonia,

    do you see all your other agents in the list? Are only the Light Agents missing or perhaps just a new Agent that you just created? 

    I'm just realizing I don't know what plan you're on and I wonder if this is only Enterprise....

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  • Sonia Radaelli
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    Hi Heather

    We see only full agent. Light agent are not visible.

    Our plan is "Legacy Plus". I don't know which are the differences with "Enterprise" plan

    bye

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  • Brett - Community Manager
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    Hey Sonia,

    You should be able to see a list of your light-agents under the Current User condition regardless of the plan level you're on. I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Brian McGinley
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    I created a trigger so if an end user includes a comment in the text the contains (keyword) it would trigger the "Emails to CC" action to add a specific email address, which works, but the new CC'd user does not get an update for the current email/update that set off the trigger. They will only get all subsequent updates. Is there anyway to make it so they also get an email for the update that added them to the ticket in the first place?  

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  • Brett - Community Manager
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    Hey Brian,

    What placeholder are you using in the Emails to CC action you've set up? Any chance you could provide a screenshot?

    Thanks!

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