Can I use triggers to automatically CC end users?
Triggers can only be used to automatically copy agents on a ticket. There are two alternatives to copying end users on a ticket.
- Set up Shared Organizations to allow all users within an organization to view their organization’s tickets as well as comment on them. For more information, see Setting up a shared organization for end-users.
- Create an email target that notifies your external end user when your trigger conditions are met. (see Notifying External Email Addresses). If you’d like the external user’s reply to also update the ticket instead of generating a new ticket, see Allow email target responses to thread into an existing ticket.